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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 promptly using workflow and case management systems
- Identify opportunities to provide value-added solutions to clients
- Listen to, analyze, and resolve assigned client inquiries, or escalate them appropriately
- Maintain working knowledge of Wholesale Payments products, systems, processes, procedures, and guidelines
- Build professional working relationships and protect client information
- Communicate recommendations regarding new releases and system enhancements
- Collaborate with teammates and teams to resolve client requests and issues
- Maintain quality standards and meet service level agreements
- Identify self-improvement opportunities and improve work performance
- Communicate and escalate concerns, risks, and gaps to mitigate risk
- Follow client authentication procedures
- Assess critical or non-standard requests and escalate them for timely resolution
- Exhibit ownership and accountability when resolving issues
- Help manage and escalate concerns to reduce operational, process, and compliance risk
- Contribute to reviewing, updating, and establishing procedures
- Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders
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, stay organized, manage time, and maintain composure in a 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
- Responsible decision-making and sound judgment when communicating with clients
- Ability to manage daily activities with a moderate degree of supervision
- Proficiency in MS Office applications including Word, Excel, and Outlook, and proficiency using the Internet
- Bachelor’s degree or equivalent education and related training preferred
- Two years of call center experience, or equivalent phone-related experience preferred
- Experience with a case management tool such as SalesForce preferred
- Project management, consulting, or management experience preferred
- Risk management experience preferred
- English language fluency required
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, prorated as applicable
- 10 sick days, prorated as applicable
- 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