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Research & Adjustments Rep III - ESO - CCA

Phoenix, Arizona

Job Description:

The Client Care Advocate will serve as a customer advocate responsible for providing a personalized experience to ensure timely processing of deceased related cases. In this role, you will be the central point of contact for Survivors who are handling the financial affairs of their loved ones. This is a high volume environment that requires accuracy, use of logic skills while multi-tasking, toggling between multiple systems, handling inbound calls, making outbound calls and reaching out to other LOB’s. Clear communication is essential to provide complete resolution and positive experiences for our clients.  Resolves research and adjustment inquiries within the bank's practices and procedures. Responsibilities include: investigates daily incoming research and adjustment inquiries; resolves differences; answers service requests and inquiries received from various channels; determines accounting entries and makes appropriate disposition. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls. May provide support to other researchers within the department. Performs all the functions required at the Research & Adjustments Representative II level and may act as a lead and workflow coordinator. Provides direction and guidance to less experienced department researchers. 

Minimum Required Skills (Must Have for Further Consideration):
•    Customer centric approach to problem resolution
•    Adapts well to an ever changing environment
•    Have technical aptitude with the ability to multi-task toggling between multiple systems
•    Effective communication skills
•    Ability to work in a fast paced environment
•    Proven customer relations skills
•    Time Management skills
•    Strong organizational skills

Desired Skills (Additional/Preferred Skills):
•    Prior customer service experience in a call center environment
•    Prior experience reviewing legal documents
•    Prior training in client care, handling difficult conversations, empathy, or problem resolution

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

600

Job Description:

The Client Care Advocate will serve as a customer advocate responsible for providing a personalized experience to ensure timely processing of deceased related cases. In this role, you will be the central point of contact for Survivors who are handling the financial affairs of their loved ones. This is a high volume environment that requires accuracy, use of logic skills while multi-tasking, toggling between multiple systems, handling inbound calls, making outbound calls and reaching out to other LOB’s. Clear communication is essential to provide complete resolution and positive experiences for our clients.  Resolves research and adjustment inquiries within the bank's practices and procedures. Responsibilities include: investigates daily incoming research and adjustment inquiries; resolves differences; answers service requests and inquiries received from various channels; determines accounting entries and makes appropriate disposition. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls. May provide support to other researchers within the department. Performs all the functions required at the Research & Adjustments Representative II level and may act as a lead and workflow coordinator. Provides direction and guidance to less experienced department researchers. 

Minimum Required Skills (Must Have for Further Consideration):
•    Customer centric approach to problem resolution
•    Adapts well to an ever changing environment
•    Have technical aptitude with the ability to multi-task toggling between multiple systems
•    Effective communication skills
•    Ability to work in a fast paced environment
•    Proven customer relations skills
•    Time Management skills
•    Strong organizational skills

Desired Skills (Additional/Preferred Skills):
•    Prior customer service experience in a call center environment
•    Prior experience reviewing legal documents
•    Prior training in client care, handling difficult conversations, empathy, or problem resolution

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21065073

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Lisa Fuentes

Referral Bonus:

600

Street Address

Primary Location:
1825 E BUCKEYE RD, AZ, Phoenix, 85034