Responsibilities

·         Provide high touch customer care for all of our clients’  Consumer banking customers

·         Manage and prioritize a high volume of case work 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.