Job Description
Job Description
Job description : &
- Provide high-touch customer care for all of our clients’ Consumer banking customers
- Manage and prioritize a high volume of casework through various channels of communication both externally and internally.
Phone, Email, direct messaging, etc.
- Provide escalation support for Tier 1 / Tier 2 Shared Resources team.
- Ensure customers experience exceptional service by providing clear, concise written and verbal communication for internal and external customers.
- Act as subject matter expert for Consumer products, services and systems as well as partnering with non-consumer lines of business with ties to consumer products and services.
- Communicate directly with clients regarding all consumer products and services and maintain a flexible learning approach to ongoing changes relating to those products and services.
- Partner with client onboarding specialists including assistance with customer onboarding and documentation requests.
- Abide by our client’s policies, procedures, and regulatory compliance guidelines.
- Advanced organizational skills, prioritizing business needs and meeting service level agreement deadlines.
- Utilize unique specialized skills as needed per direction of management.
Provide exceptional client experience.
Qualifications
- Preferred 3+ years of banking experience, with a demonstrated knowledge of consumer products, systems and services recommended.
- General working knowledge of all applicable banking laws and regulations
- Customer service oriented, with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
- Strong oral presentation and training delivery skills in-person and over the phone required&
- Excellent problem-solving, analytical and critical thinking skills
- Demonstrated ability to influence and establish positive working relationships across the organization required
- Results oriented in a high-performance team environment
- Self-starter and ability to multi-task in a fast-paced environment
- Outstanding organization and effective time management skills
- Proficiency in the use of Microsoft Office products (MS Word, MS PowerPoint, MS Excel)
- Must be able to work a flexible schedule that will include a rotation of evening and Saturday hours.
Education : & Bachelors Degree
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