Overview

The Treasury Management Customer Experience Coordinator I, II, is responsible in working directly with delivery of services to our high value external clients and internal business partners via telephone, email and online requests within the wholesale channel. Requests involve onboarding new and existing clients with Treasury management products in an accurate, professional manner while providing a differentiated customer experience Responsibilities include completing basic client requests and routing requests as appropriate. Updating appropriate system with each interaction. Completes these duties within service level agreements (SLAs) and commitment to customer service. Pro-actively interacts and collaborates with internal business partners to ensure customer service requests are understood and met. Ensures compliance with established bank policies, guidelines and regulatory requirements. Utilizes independence in solving problems and making decisions. Works within established guidelines, with complex or unusual situations being discussed with manager. Ensures duties are carried out in an efficient and cost effective manner. Efforts are focused on achieving maximum customer service. Key Activities: Assists clients with questions and provides answers, referrals or solutions. Follows up with clients to ensure problems are solved. Monitors work queues and complete assigned tasks within SLAs. Maintains open communication with internal business partners and Product Managers. Other duties as assigned Policy/Guidelines/Regulations/Laws/Compliance/Audit/Legal/Product: Thorough understanding of all business products Knowledge of procedures Chooses courses of action or makes decisions that are consistent with policies, procedures, and rules Customer Service: Provides guidance and support to internal business partners in order to meet the needs of external customers. Provides timely, complete and accurate response to inquiries. Continually searches for ways to improve customer service and remove barriers Addresses client needs by involving the right people at the right time Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Demonstrates a can-do spirit, a sense of optimism, ownership and commitment. Projects a positive image, acknowledges others efforts and accomplishments, exerts extra effort and a personal commitment to work. Tailors communication style and content to the audience. Handles all situations in a professional, ethical manner. Escalates special situations or problems as necessary. Productivity: Ensures all goals and departmental service standards (SLAs) are met Meets productivity goals in times of fluctuating volumes Consistently meets quality control and data integrity standards Effectively utilizes available tools [Requirements/Education/Experience:

– Coordinator II
o Bachelor degree and 2 years of experience, Associate degree and 4 years of experience or a minimum of 6 years related experience.
o Strong time management and organizational skills evidenced in previous assignments
o Thorough knowledge of Microsoft products and keyboarding skills
o Self-starter, works with minimal direction
o Strong verbal and written communication skills
o Interpersonal skills and team orientation
o Service orientation
o Ability to meet deadlines

– Coordinator I
o Bachelor degree, Associate degree and 2 years of experience or a minimum of 4 years related experience.
o Strong time management and organizational skills evidenced in previous assignments
o Thorough knowledge of Microsoft products and keyboarding skills
o Self-starter, works with minimal direction
o Strong verbal and written communication skills
o Interpersonal skills and team orientation
o Service orientation
o Ability to meet deadlines

Work Hours: Monday through Friday 8:30 am – 5:30 pm

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