Sr Service Specialist

About the role

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

Responsibilities

• First point of contact for inquiries received from high revenue clients via phone/chat/email channel
• Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests
• Requests consist of treasury, cash management, card and/or depository products
• May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support
• Responds to client and partner requests received by email, phone, chat, or workflow system
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures
• Deepens relationships with business partners and clients through quality customer service and responsiveness
• Conducts research using various bank systems to enable response to client questions and inquiries

Required Qualifications

• 1+ years of experience working with customers in call center or customer service environment
• 1+ years of experience handling difficult situations with customers
• 1-2 years of experience in the Banking/Financial industry
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching
• Ability to engage with customers, begin a conversation, build rapport, and handle objections
• Comfortable with ongoing change and learning new technology/processes

Desired Qualifications

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Ability to juggle multiple systems while engaging the client on phone and delivering great client experience
• Ability to analyze and resolve customer inquiries
• Ability to provide a positive customer experience through creative solutions
• At least an intermediate ability in computer skills
• Must have strong attention to detail to ensure accuracy and quality in all work

Skills

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management