Customer Solutions Agent Sr.

Location: On site at the specified location.

About the role

Serves as a primary escalation point for resolving complex customer issues reported by clients and regulatory agencies. Ensures timely and efficient resolution while maintaining high service standards. Tracks solutions and communications, identifies root causes, and recommends preventative measures. Promotes effective communication with internal teams, customers, and regulators, providing updates and managing expectations. Demonstrates problem-solving skills, manages multiple issues simultaneously, and works collaboratively to improve processes. Requires excellent written and verbal communication skills, knowledge of banking products and systems, and interpersonal skills to handle various management levels and difficult customers.

Responsibilities

• Effectively communicate with internal teams, customers, and regulators.
• Manage escalated customer problems, gather necessary information, and document activities.
• Identify root causes and recommend solutions to prevent recurrence.
• Contribute to process improvements and team collaboration.

Qualifications & Skills

• 2-3 years of experience in bank product service or operations.
• BA, BS degree, or equivalent experience.
• Proficiency with banking products, systems, and customer communication.
• Strong analytical, problem-solving, and interpersonal skills.