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Commercial Support Specialist

3 months ago

Leawood, United States CrossFirst Bank Full time
Overview

The Commercial Support Specialist is responsible for providing expertise and assistance to clients using the bank's treasury products. The Specialist will resolve client inquiries, conduct product training, and collaborate with internal teams to enhance product functionality.

Responsibilities

  • Answer incoming client calls and provide prompt, professional, and accurate information regarding commercial banking products and services.
  • Collaborate with team members to resolve issues and ensure quality experience for clients.
  • Assist clients with digital banking platforms, navigating features, and troubleshooting technical issues, and provide further details on transactions as needed.
  • Resolve commercial client issues owning the issue through resolution; provide appropriate updates to Bankers and pertinent team members.
  • Meet performance metrics regarding maintenance errors, average call time, queue time, number of requests worked.
  • Proactively identify service issue trends and internal procedures adversely affecting client satisfaction and work independently to identify and present solutions to management.
  • Act as a resource for Bankers and other Service team members.
  • Drive client satisfaction and retention by promoting the highest standards of quality, efficiency, and ethics.
  • Stay informed about commercial banking products, processes, and industry trends to provide up-to-date and relevant information to clients.
  • Resolve sensitive issues, including, but not limited to, Fraud and Business Email Compromise (BEC).
  • Document client interactions and feedback within Salesforce to contribute to ongoing improvements in product and service delivery.
  • Conduct follow-up communication with clients to ensure satisfaction and gather insights for continuous improvement.
  • Develop and maintain trusted, positive relationships with other employees, clients and vendors.
  • Represent the Bank, business units and Client Services team in a highly professional manner.
  • Complete job assignments in a professional, timely and efficient manner; organize and prioritize work; utilize appropriate technology and service tools for tracking internal and external requests.
  • Maintain confidentiality; adhere to CrossFirst Bank policies and procedures; comply with laws, regulations and industry best practices.
  • Reliable and predictable attendance; both on-site and remote work.
Qualifications
  • Minimum of two years' relevant work experience; customer Service experience in a mid to large size bank.
  • Motivated and organized self-starter with strong attention to detail, the ability to work in a fast-paced environment and manage multiple priorities.
  • Ability to deescalate situations with clients with the ability to explain steps being taken to resolve an issue.
  • Ability to trouble shoot and translate technical requests to clients who do not have technical expertise.
  • Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills.
  • Extensive knowledge of treasury and commercial products.
  • Bachelor's degree or equivalent combination of education and/or work experience.

CrossFirst Bank is proud to be an Equal Opportunity Employer.

CrossFirst Bank does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of CrossFirst Bank without an authorized search agreement will be considered unsolicited and the property of CrossFirst Bank. We respectfully request no phone calls or emails.