Enterprise Job Description:
First point of contact for clients submitting implementation requests via email channel for high revenue clients. Handles end-to-end processing for less complex implementation while engaging other business partners as needed. May work with internal business partners to ensure the successful implementation of services. Key Responsibilities - Manage dedicated email inbox, prioritize, client requests, case and implement eligible items; Create a case/package for tracking, monitoring and E2E resolution as applicable; Receive and respond to implementation requests received by email and questions from internal partners; Conduct limited research and respond to client and be able answer questions and inquiries; Utilize the various bank systems to support clients requests.
LOB Job Description:
Manage on-going relationships with Lines of Business within Treasury Management Services to insure complete and accurate Account Reconcilement Implementations. Understand the end-to-end process for product implementations. Use a variety of systems and coordinate and implement products/services and operational solutions. Responsible for setting client expectations and negotiating timelines to ensure testing and implementation SLAs are met. Work with clients to provide a detailed walk-through of their selected file layout and the communication options from transmissions, and PGP encryption if applicable. Interact with clients and analyze the data integrity of their test files until successful completion. Exercise judgment within defined procedures and practices to determine appropriate actions. Apply technical expertise and knowledge of bank systems to resolve non-standard requests. Include extensive interaction with internal/external contacts to identify, prioritize, analyze and resolve complex problems or issues as they arise, including, but not limited to, issues of testing progress. Select the appropriate technology solution to meet client requirements. Assist in designing, documenting, implementing, and monitoring of new products/services. Drive and/or participate on projects to implement process improvements, products or systems. Provide statistical analysis and reports. Provide guidance to associates within own unit regarding procedural, technical and/or operational changes. Communicate with Leadership, Business Partners, Clients and external groups, as needed. Must be client focused and a team player willing to take charge and assist as required.
Manage dedicated email inbox, prioritize, client requests, case and implement eligible items. Create a case/package for tracking, monitoring and E2E resolution as applicable. Receive and respond to implementation requests received by email and questions from internal partners. Conduct limited research and respond to client and be able answer questions and inquiries. Utilize the various bank systems to support client’s requests. Complete client reports. Perform client-level program and cardholder-level account changes on behalf of clients, product, and other card partners
Must have a proven ability to successfully interact with management and staff and build positive customer rapport via telephone.
Must be able to perform technical analysis and problem-solving techniques. Must have a positive history of attendance and dependability.
Must have ability to work well under pressure and with minimal supervision. Must have ability to work closely with internal technical business partners to resolve technical issues and/or questions and involves the right associates to address these needs in a timely manner.
Must be flexible and have the ability to learn and adapt quickly to change. Interpersonal communications skills are required.
Must be able to work independently and as part of a team.
Must have demonstrated knowledge of PC, telecommunication and internet methodologies, and Microsoft office products, (i.e. Excel, MSWord, Outlook, etc.)
Strong customer service or fulfillment skills demonstrated with professionalism. An ability to promote and favorably represent the Bank while working with clients directly or through correspondence.
Candidate should have strong decision-making, critical thinking, oral and written communication skills.
Demonstrate a high rate of accuracy and attention to detail.
Proven ability to work well under pressure and should be able to handle multiple assignments in an organized manner.
Bachelor’s degree highly preferred
Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
Excels in working among diverse viewpoints to determine the best path forward
Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
Commitment to challenging the status quo and promoting positive change.
Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
Shift:1st shift (United States of America)
Hours Per Week:40
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