Customer Solutions Agent Sr.

About the role

Customer Solution Representative responsible for resolving complex customer and regulatory inquiries, ensuring timely and high-quality service.

Responsibilities

• Escalate and address complex customer issues, communicating progress effectively.
• Track solutions, document activities, and identify root causes to recommend appropriate resolutions.
• Manage multiple issues within service levels, foresee potential problems, and collaborate across departments to prevent negative customer impacts.
• Communicate with internal teams, customers, and regulatory agencies via written and verbal channels, setting expectations and providing updates.
• Identify process improvements and contribute to continuous department enhancements.

Qualifications & Skills

• Excellent written and verbal communication skills.
• Ability to manage multiple problems and analyze issues to identify trends.
• Knowledge of banking products and systems.
• Interpersonal skills to engage with management and difficult customers.
• Two to three years of experience in banking services or operations, with a relevant degree or equivalent experience.