Job Description

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.