The Client Care Associate Senior answers complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of treasury management products and systems to deliver an exceptional client experience during each customer interaction. Senior Associates possess excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. The Senior Associate works in a fast-paced environment that requires accuracy, use of logic skills and multi-tasking, toggling between multiple systems while clearly communicating resolutions in an efficient manner.
Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces. Researches and resolves a wide variety of complex incoming inquiries including: Lockbox, Direct Connect, Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, Commercial Credit Cards, Wires, etc., while serving clients with professionalism, precision and care.
Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Partners with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk mitigation and client focus.
Understands the client’s needs and responds based on the urgency around time-critical situations and escalates issues to management in a timely fashion when necessary. Sets client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.
Works independently in accordance with established regulatory requirements without supervision. Periodically assists in special projects and tasks including training fellow associates when necessary.
Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.
High School Diploma or GED required, college degree preferred.
3+ years of banking experience required.
Call center, treasury management, cash management, and/or payment processing experience required.
Experience in personal computer systems and related programs (ex. Microsoft Office).
A willingness to learn, teach, and share information required.