Description
Delivers differentiated service to the Premier Client base by processing service requests and new account fulfillment that range from routine to complex in nature. The Associate will conduct research end to end in accordance with service level agreements and quality expectations. Performs account maintenance and problem resolution on all liability products (Checking, Savings, Time Deposit, IRAs) as well as asset products such as mortgage, consumer loans, credit card, lines of credit, and small business loans. The Associate will engage other business partners to facilitate resolution of service requests and is required to maintain the organization's system of record for tracking and audit purposes. Actively communicating the status of all service requests to the appropriate Premier Client Manager is critical in this role.
The associate will be required to investigate and solve a wide variety of escalated issues. Research includes gathering information, fact finding, setting expectations and working with other support organizations to fulfill the request. Adheres to established service level agreements and quality expectations. The associate will be expected to leverage and navigate the organization in order to resolve customer and/or Client Manager service requests. Routes, maintains and tracks outstanding requests and provides thorough follow up. Accountable for successful and timely resolution of all client requests.
Qualifications
Requirements:
- 1-2 years experience in a customer service environment required. Experience in a banking center or research and adjustments area is a plus
- Must be enthusiastic, energetic and detail oriented
- Associate should be considered a subject matter expert in a liability or asset business line. Merlin, Bank of America Systems, Client Solutions, Small business, Fraud
- Must have excellent communication skills (verbal and written)
- Must be a team player
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