CM Customer Care Specialist IV

Work Location:

Salem, Massachusetts, United States of America

Hours:

40

Pay Details:$24.00 - $33.50 USDTD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience  compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Personal & Commercial Banking

Job Description:

The Cash Management Customer Care Specialist IV understands the financial needs of customers and provide appropriate solutions/advice/guidance and /or recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new/existing relationships.

Depth & Scope:

Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance

Provides exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services

Acts as a sales process/product expert to customers and/or internal partners

Identifies complex problems and formulates the most appropriate solution and escalates if necessary

Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives

Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported

Implements sales and customer service procedures and approaches to complete work Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions

Generally requires specific formal certifications at this level of expertise

Education & Experience:

Undergraduate degree preferred3+ years relevant experience required

Strong knowledge of cash management industry, including systems, products and services.

Proven Customer service skills, including concern for and ability to identify client issues.

Proven ability to meet and exceed Customer expectations and ability to translate technical material and information for nontechnical users.

Proven ability to perform multiple tasks in a fast-paced environment.

Strong organizational and analytical skills and attention to detail.

Proven PC skills, including knowledge of Windows and ability to operate standard office equipment.

Effective communication skills, both verbal and written.

Ability to serve as a resource to CM Customer Care Specialist I, II & III.Customer Accountabilities:

Provides courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions

Engages customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance

Offer advanced knowledge and/or advice/guidance as it relates to their respective business area Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary

May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners

Expected to meet the needs of…