Job Description:
JOB DESCRIPTION:
This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.
Line of Business Job Description:
Within NS&S, a team of Research & Adjustment Representative IIIs reviews complex account opening legal and bank documents to ensure that they meet bank guidelines prior to account opening or modification. Documents may include Powers of Attorney, trust documents, campaign documents, etc.
These employees will carefully review the documents and provide guidance to Financial Center partners to deliver seamless client care for complex and escalated client situations. They will ensure that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls. Cases are worked from the OneService case management tool.
RESPONSIBILITIES
Assists peers and leadership with resolving complex, time sensitive exceptions
Handles escalations received from business partners by providing clean concise communication through email and phone
Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
Performs routine or complex account maintenance depending on client account type
Maintains high-volume portfolios
Documents actions taken on behalf of the client
Delivers a positive client experience based on one of the enterprise Client Care pillars – Get it Right - to ensure accurate processing the first time
Independently manages a work queue according to deadlines and deliverables dictated by service level agreement timelines, taxing authority deadlines, or business procedures
Determines if each request is valid and identifies the process needed to fulfill the request
Makes reasonable decisions about how to fulfill requests based on balancing the request of the customer with bank guidelines that maximize client satisfaction while minimizing bank risks and penalties
Executes the intricate process to fulfill the request using multiple systems and correcting for out of balance and out of compliance scenarios as directed by the product or by regulations governing the product transactions
Accurately documents activity and responds to partners using proper business formats and grammar/spelling/punctuation
As each team member gains expertise, team members assist each other with challenging scenarios, conduct procedure reviews, may provide information for project teams and other activities as requestedDuring every document review, a Research & Adjustment Representative:
During every document review, a Research & Adjustment Representative:
REQUIRED QUALIFICATIONS:
SKILLS:
Attention to Detail
Critical Thinking
Customer and Client Focus
Pipeline Management
Research
Active Listening
Decision Making
Problem Solving
Written Communications
Adaptability
Collaboration
Risk Management
Shift:
1st shift (United States of America)Hours Per Week:
40Learn more about this role