Business Service Center Advocate

About the role

Vernovis is looking for a Business Service Center Advocate who will serve as a key support resource for our clients’ treasury management products, acting as a primary point of contact for business clients and internal partners. You will support inbound inquiries, research and resolve issues of varying complexity, and provide guidance on system capabilities and product usage while delivering a high level of customer service. The role requires taking full ownership of issues from start to finish, staying current on products, policies, and compliance requirements, and escalating more complex matters as needed, all while operating effectively in a fast-paced, call-driven environment.

Responsibilities

• Respond to inquiries relating to bank products and services.
• Apply strong critical-thinking and problem-solving skills to assess information, research account activity, ask the right questions, and determine the appropriate resolution or next step.
• Handle inquiries from business or Treasury Management clients of the bank and internal partners such as Treasury Management Officers, Branch Staff, or other business partners.
• Remain current on products, services, policies and procedures for the department.
• Resolve issues with varying degrees of complexity through account research and utilization of support materials and resources.
• Escalate requests requiring additional knowledge or expertise as defined by department leadership.
• Accept incoming calls (call volume varies and may be high during peak times) from business clients and internal employees to answer questions, resolve issues, and educate on system capabilities while delivering exceptional customer service.
• Accept ownership of problem resolution from start to finish for issues presented by clients and internal employees alike.
• Perform a variety of additional support functions as assigned by leadership.

Requirements

• 1–3 years of customer service experience.
• Strong critical-thinking skills with the ability to analyze information, identify the root cause of an issue, and determine the appropriate resolution.
• Basic knowledge of Word and Excel.
• Basic computer skills.
• 1–3 years of Deposit Operations or Cash Management experience, or a Bachelor’s Degree preferred.
• Prior banking experience preferred but not required.
• Prior clerical/data entry experience preferred.
• Must be self-motivated with the ability to work independently.