JOB FUNCTION / PURPOSE:
The successful candidate is responsible for providing courteous and professional phone support and/or email communication with business or corporate customers, whether they need help troubleshooting a technical issue involving online banking and mobile applications, providing product/services information and resolving any emerging problems that the customer accounts might face with accuracy and efficiency. This role will support businesses that have checking/saving accounts and involve implementing the products they have requested. This role also involves timely completion of daily back office operational risk monitoring.
*Implement sold branch level services (open new accounts, order checks, endorsement stamps as needed, prepare and email welcome packets, complete all necessary regulatory and internal documentation).
*Provide general customer support for TM Sales Officers; process customer requests for assistance with Treasury Management products and services; research inquiries regarding overdrafts, transfers, service charges, and account performance.
*Provide general customer support for business online banking products and associated mobile applications.
*Address and manage customer service issues utilizing independent judgment when additional action is needed.
*Follow new business account opening processes and procedures.
*Answer multiple phone lines, address client needs, and take messages.
*Prepare correspondence, make copies and send faxes.
*Maintain effective communication with the Branches, Business Banking, Corporate Banking, Other Asset Divisions, Operations (Wire/ACH/Lockbox) and Operations Risk which is necessary for the successful implementation of services and accounts.
*Assist in identifying process improvements.
*Ability to prioritize and multi-task.
*College degree or banking/administrative experience required.
*Excellent oral and written communication skills.
*Excellent problem solving skills and the ability to identify when to escalate a client issue.
*Excellent customer service and follow-up skills.
*Proficient in MS Office, specifically Word (Candidate will be tested).
*A working knowledge of multiple operating system and internet browsers (mobile/PC based)
*Must be an involved team player and positive acceptor of on-going change.
*Ability to prioritize workload meets deadlines and handles multiple tasks while producing accurate work.