The Client Care Associate will respond to complex telephone and email inquiries from business and consumer clients, account officers, treasury management sales officers, branches, and other internal departments.
Takes ownership of a wide variety of complex incoming customer calls and email inquiries, including any additional follow-up from bank customers across multiple states while maintaining professionalism and courtesy at all times. Works independently without supervision and managing work load while being self-motivated within a team environment.
Ability to set client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues. Understands and responds based on the urgency around time-critical situations and escalates issues to management in a timely manner when necessary.
Performs job duties in accordance with established regulatory and compliance requirements, along with assisting with special projects and tasks. Pays strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.
Partners with internal associates to provide treasury management products solutions in a consultative manner while incorporating a keen awareness of risk and client focus. Assists in the training of fellow treasury management products support specialists when necessary.
High School Diploma or GED required, college degree preferred.
2 years of banking experience required.
Call center, treasury management, cash management, and/or payment processing experience preferred.
Experience in personal computer systems and related programs (ex. Microsoft Office).
Exceptional communication, organization, and time management skills.
Detail oriented with the ability to meet established deadlines.
Experience with IBS Insight, Business Service Tool (BST), CMSe, EZ-Business, E-Manager, CST/Bill Pay, Remote Deposit Capture, Mobile Deposit Capture, Image Centre, and/or FIS systems is a plus.