Overview
Location: On site at the listed location.
JOB SUMMARY
This role involves resolving complex customer and regulatory inquiries, serving as an escalation point to ensure timely and high-quality solutions. The representative manages communication with internal teams, customers, and regulators, providing updates and follow-up until resolution. Responsibilities include issue management, root-cause analysis, and documenting activities, with a focus on preventing negative customer experiences. The position emphasizes teamwork, continuous improvement, and effective communication skills.
Key Duties and Responsibilities
- Communication: Effectively interacts with internal teams, customers, and regulators to resolve issues within service standards, providing updates and raising awareness of recurring problems.
- Issue Management: Independently resolves escalated problems, gathers additional information, documents activities, and identifies root causes to recommend solutions, managing multiple issues simultaneously.
- Process Improvement: Identifies opportunities for departmental enhancements and collaborates effectively with team members.
Qualifications & Skills
- Excellent written and verbal communication skills
- Ability to manage multiple problems effectively
- Knowledge of banking products and systems
- Analytical skills to identify trends and recommend solutions
- Interpersonal skills to work with management and challenging customers
Experience & Education
- Two to three years in bank product service or operations
- BA, BS degree, or equivalent experience
- Experience with banking products, systems, and customer communication
This role requires a proactive, solution-oriented individual committed to delivering exceptional service, with a focus on issue resolution, communication, and continuous improvement.