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About the role
Key responsibilities & impact- Provide ongoing support to internal teammates and external commercial clients for Wholesale Payments products and services
- Provide telephone and email guidance and assistance
- Research and respond to internal and external client inquiries through appropriate channels
- Document all client interactions accurately and timely in workflow and case management systems
- Identify opportunities to engage internal teammates and provide value-added client solutions
- Listen, analyze, and resolve assigned client inquiries, resolving immediately or escalating appropriately
- Maintain working knowledge of Wholesale Payments products, systems, processes, procedures, and guidelines
- Build professional working relationships, anticipate client requests, and protect client information
- Communicate recommendations regarding new releases and system enhancements
- Submit cases or tickets and work with teammates and teams to resolve client requests and issues
- Meet service standards, service level agreements, metrics, and key performance indicators
- Identify self-improvement opportunities and take actions to improve performance
- Communicate and escalate concerns, risks, and gaps to appropriate parties
- Follow client authentication procedures
- Assess critical or nonstandard requests and escalate appropriately
- Exhibit ownership and accountability when resolving issues
- Help manage and reduce operational, process, and compliance risk
- Contribute to reviewing, updating, and establishing procedures
- Partner with Sales, Relationship Managers, and other stakeholders on business processes and improvement opportunities
Requirements
What you’ll need- High school diploma or equivalent
- Two years of banking experience, preferred call center or equivalent phone-related experience
- Ability to work independently, be well organized, versatile, and display good time management skills in a sometimes-high pressure environment
- Excellent written and oral communication skills
- Ability to write business correspondence and communicate professionally over the telephone
- Ability to adapt to and function in a changing environment
- Ability to make responsible decisions and use sound judgment when communicating with clients
- Ability to manage daily activities with a moderate degree of supervision
- Proficient in MS Office applications including Word, Excel, and Outlook, as well as proficiency using the Internet
- English language fluency required
- Experience with a case management tool such as SalesForce preferred
- Project management, consulting or management experience preferred
- Risk management experience preferred
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Accidental death and dismemberment coverage
- Tax-preferred savings accounts
- 401(k) plan
- At least 10 days of vacation during the first year of employment, prorated
- 10 sick days, prorated
- Paid holidays
- Defined benefit pension plan, depending on position and division
- Restricted stock units, depending on position and division
- Deferred compensation plan, depending on position and division