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Operations Analyst-GPO Customer Service - Wire Phone Inquiry

Scranton, Pennsylvania

Job Description:

Job Description

Responsible for handling inbound phone inquiries while performing wire transaction research and wire investigation case research in order to provide real-time resolution to account holders and various business partners. Handles complex and escalated customer calls in order to resolve in the most satisfactory manner. Calls are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails. Requires extensive knowledge of the organization, products and/or services. Possesses high level understanding of technical skills. May require advanced problem solving skills and involve cross selling or up selling other financial products.

Minimum Required Skills:

  • 1+ years Customer Service experience
  • Experienced with Inbound calls
  • Highly organized with strong attention to detail
  • Strong typing proficiency and ability to navigate multiple processing applications
  • Excellent time management and prioritization skills, with ability to meet deadlines
  • Experience with working independently and on teams
  • Experienced with Microsoft Office Suite
  • Excellent written and verbal communication skills
  • Proactive approach to problem resolution
  • Able to work overtime and weekends when needed
  • Basic understanding of the wire transfer product and wire settlement flows

Desired Skills:

  • Previous Wire experience
  • Financial industry experience

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

10:30am - 7:00 pm Monday - Friday

Referral Bonus Amount:

0

Job Description:

Job Description

Responsible for handling inbound phone inquiries while performing wire transaction research and wire investigation case research in order to provide real-time resolution to account holders and various business partners. Handles complex and escalated customer calls in order to resolve in the most satisfactory manner. Calls are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails. Requires extensive knowledge of the organization, products and/or services. Possesses high level understanding of technical skills. May require advanced problem solving skills and involve cross selling or up selling other financial products.

Minimum Required Skills:

  • 1+ years Customer Service experience
  • Experienced with Inbound calls
  • Highly organized with strong attention to detail
  • Strong typing proficiency and ability to navigate multiple processing applications
  • Excellent time management and prioritization skills, with ability to meet deadlines
  • Experience with working independently and on teams
  • Experienced with Microsoft Office Suite
  • Excellent written and verbal communication skills
  • Proactive approach to problem resolution
  • Able to work overtime and weekends when needed
  • Basic understanding of the wire transfer product and wire settlement flows

Desired Skills:

  • Previous Wire experience
  • Financial industry experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22000580

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Carolyn Brocket

Referral Bonus:

0

Street Address

Primary Location:
1 Fleet Way, PA, Scranton, 18507