Sr. Service Specialist - CashPro & Technical Service Center

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Job Description:
This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

LOB Job Description:

First point of contact for inquiries received from high revenue clients via email or phone channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests. Requests consist of treasury, cash management, card and/or depository products. May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support.

Responsibilities:

• Responds to client and partner requests received by email, phone, chat, or workflow system

• Performs Quality Assurance to ensure high risk processes are completed according to written procedures

• Deepens relationships with business partners and clients through quality customer service and responsiveness

• Conducts research using various bank systems to enable response to client questions and inquiries

LOB Responsibilities:

• Receive and respond to requests received by email or phone

• Provides resolution for requests received via phone or email

• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight

• Conduct limited research and respond to client and be able answer questions and inquiries

• Utilize the various bank systems to support clients requests

LOB Requirements:

• 1+ years of experience working with customers.

• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications

• Comfortable receiving ongoing performance feedback and coaching.

• Ability to engage with customers, begin a conversation, build rapport, and handle objections.

• Comfortable with fast pace environment with ongoing change and learning new technology/processes.

• At least an intermediate ability in computer skills.

• Ability to navigate multiple computer systems while interacting with the phone client.

Skills:

• Analytical Thinking

• Claims Management

• Customer and Client Focus

• Oral Communications

• Written Communications

• Account Management

• Adaptability

• Attention to Detail

• Critical Thinking

• Problem Solving

• Active Listening

• Coaching

• Collaboration

• Executive Presence

• Stakeholder Management

Other Qualifications:

• 1-2 years of experience in the Banking/Financial industry.

• 1-3 years of experience working in a call center.

Shift:
1st shift (United States of America)

Hours Per Week:
40