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Client Service Officer
Union Bank
Monterey Park, CA, United States
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Provide exceptional customer service to the bank’s top-tier client portfolio. Independently research, analyze and resolve a broad range of complex customer issues involving services and products that support various market segments. Provide a high level of responsiveness to internal and external customer inquiries by phone, e-mail, or in person. Follow up to ensure full resolution and satisfaction. Analyze data and make recommendation as to exposure and possible risk to the bank on new accounts, wire transfers, overdraft conditions, and uncollected funds usage. Requires strong critical thinking ability as work is performed without substantial direction. Requires strong knowledge of the Bank’s Risk policies and procedures; recognizes and proactively addresses and manages risk. Ability to use sound judgment while exercising considerable latitude and initiative in problem solving to meet customer service needs.
Responsibilities include handling Reg D Outreach. You are also expected to handle Ole Transfers requests for all regions. Task includes working the Service Charge Waiver Report as well as the Inactive Report. You are also responsible for notifying the Private Bank offices regarding the 14 Day Block & Reissue.
Job Details:
Major responsibilities include:
• Provide excellent service to the Affluent market - both internal business partners primarily via telephone and email.
• Review each communication completely to ensure all requests are understood and addressed.
• Demonstrate strong banking knowledge and utilize risk management controls during each interaction.
• Handle all types of customer service request including balance, stop account and ATM maintenance requests, general Online Banking inquiries/ troubleshooting and claims, photocopy requests, stop payments, transaction transfers, wire request, special instructions, etc. Responsible for following call and email quality guidelines in order to ensure a high level of client service.
• Demonstrate accuracy, excellent follow up skills, accountability and ownership of each client request.
• Document actions in case/interaction notes.
• Utilize service recovery skills in order to ensure concerns are resolved timely and that the root cause is addressed to avoid repeat occurrences.
• Responsible for staying abreast of policies and practices by participating in training; huddles, and reading job related communications. Consistently meet individual and team performance standards for attendance, timeliness, quality, efficiency, and schedule adherence. Establish and maintain excellent working relationships with assigned office staff.
• Further the reputation of Affluent Client Service with each interaction.
• Responsible for providing Personal Office Associate task to assigned Private Bank Office – may act in a primary/ or backup role.
• Assist callers on behalf of Relationship Managers and Regional Directors.
Qualifications
• High School Diploma or GED Banking and regulatory experience (4+ years)
• Bank sales experience preferred; Call center experience (4+ years)
• Exceptional customer service and leadership skills; Model the highest degree of honesty, integrity, and reliability; Excellent interpersonal skills
• Able to work effectively and efficiently in a fast paced call center
• Possess outstanding research and follow-up skills
• Flexible to work various shifts to meet the needs of the business
• Some travel is required
• Strong computer systems aptitude; including a strong knowledge of Microsoft applications (Word, Excel, Power point)
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.