Client Service Advisor
3 weeks ago
Location: 100% remote – Must be in Phoenix, AZ or Salt Lake City, UT
Duration: 4 months
Start Date: 6/3/24
RESPONSIBILITIES:
- Serves as primary contact for service requests and technical support of clients resolving a variety of client operational issues or bank transaction inquiries.
- Receives requests through various channels and generates resolution by navigating, researching, or escalating the issue typically guided by precedent and/or established procedures.
- Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution.
- Provides client information on their financial business needs in timely manner.
- May also be responsible for influencing client adoption of online tools.
- Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to.
- Provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to a general bank request or action; assistance with bank products; and/or technical support.
- Formulates responses or implements action under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners.
- Solution generation may result in the recommendation of additional action and/or bank products or programs.
- General account and/or product support inquiries.
- User administration inquiries and associated online training.
- Operational troubleshooting for all products and services.
- Liaison between client and internal business partners for problem resolution.
- Fraud monitoring, risk identification/resolution.
- Depository products (DDA, CD, MMA), Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).
- Online business partner training.
- QuickBooks navigation and troubleshooting.
- Credit Card/Debit Card Servicing and Troubleshooting - declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.
QUALIFICATIONS:
- High School Diploma or Equivalency.
- 2-3 years of professional experience in customer service.
- 3-4 years of overall experience.
- Able to multitask in a fast-paced and extremely dynamic environment.
- Capable of understanding client inquiries.
- Solid written and verbal communication skills with ability to convey information.
- Desire to learn and develop a full understanding of products, processes, and enhancements.
- Ability to follow instructions.
- Able to identify issue, determine resolution, or escalating when appropriate.
- Capable to act as client advocate and being accountable for “closing the loop”.
- Strong attention to detail.
- Able to recognize key operational risks facing clients and the company and escalates.
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