Sr. Service Specialist - CashPro & Technical Service Center

Job Description

This job is responsible for servicing inquiries received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

• Respond to client and partner requests received by email, phone, chat, or workflow system.
• Perform Quality Assurance to ensure high risk processes are completed according to written procedures.
• Deepen relationships with business partners and clients through quality customer service and responsiveness.
• Conduct research using various bank systems to enable response to client questions and inquiries.

• 1+ years of experience working with customers.
• Comfortable with fast‑paced environment with ongoing change and learning new technology/processes.
• Intermediate proficiency (1-3 years of experience) in written and verbal communications.
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• At least an intermediate ability in computer skills.
• Ability to navigate multiple computer systems while interacting with the phone client.

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

1st shift (United States of America)

40