Wholesale Payments Client Support Specialist I

Research and Support

• Respond to and resolve client inquiries through appropriate channels in a high quality, timely and efficient manner.
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
• Identify opportunities to engage internal teammates to provide value-added solutions to our clients.
• Listen, analyze, and resolve assigned client inquiries.
• Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.

Knowledge and Skills

• Maintain a basic working knowledge of Wholesale Payments Services/Products.
• Participate in trainings to stay proficient including product knowledge, systems, processes, procedures, and guidelines.
• Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
• Identify and communicate recommendations with management and training personnel to ensure efficiency of new releases and/or system enhancements.

Quality and Performance

• Maintain a high degree of quality in all work efforts as defined by service standards and service level agreements.
• Identify areas of self-improvement to enhance quality and productivity and take appropriate actions to increase work performance.
• Deliver high quality work by adhering to service level agreements.
• Document all client interactions in an accurate and timely manner via specified case management tool.
• Exhibit ownership and accountability when resolving issues which may require guidance.

Communication and Collaboration

• Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk.
• May be asked to contribute to review, update, and establishment of new procedures.
• Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.

Qualifications:

• High school diploma or equivalent.
• Two years of banking experience, preferred call center or equivalent phone-related experience.
• Must be able to work independently, be well organized, versatile, and display good time management skills in a sometimes-high pressure environment, maintaining composure and a positive attitude.
• Excellent written and oral communication skills that support a highly professional image with the ability to write business correspondence and communicate professionally over the telephone.
• Ability to adapt to and function in a changing environment.
• Must be able to make responsible decisions and use sound judgment when communicating with our clients.
• Able to manage daily activities with a moderate degree of supervision.
• Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Preferred Qualifications:

• Bachelor’s degree or equivalent education and related training.
• Two years of call center experience, or equivalent phone-related experience.
• Experience with case management tool (such as SalesForce).
• Project management, consulting or management experience.
• Risk management experience.

Specific activities may change from time to time.