Client Care Resume Samples

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Y Okuneva

Yasmeen

Okuneva

722 Robel Lane

Philadelphia

+1 (555) 883 9658

722 Robel Lane

Philadelphia

Phone

p +1 (555) 883 9658

Experience Experience

Houston, TX

Client Care Analyst

Houston, TX

Nader, Fritsch and Pouros

Houston, TX

Client Care Analyst

Answers customer questions about how fraud may have happened, assists with getting affidavits completed and
Under direct supervision, performs varied duties and assignments
Achieves or exceeds target levels of quality, productivity and performance
Follows established policy to complete end-to-end resolution of customer contact
Provides accurate and complete response to customer inquiries
Research and respond to Executive Management questions/cases
With limited supervision, performs essential functions and fulfills direct responsibilities

Houston, TX

Client Care Coordinator

Houston, TX

Luettgen, Nitzsche and Williamson

Houston, TX

Client Care Coordinator

Perform effectively and efficiently under pressure in a dynamic, fast paced working environment
Responsible for monitoring service quality provided to our clients
Contract and renewal Management
Work closely with internal teams to resolve customer related document issues
Provide estimated quote completion by updating customer service team and status daily reports
Performs special projects and other duties as assigned
Website searches, including analysis using NPI stock

present

Philadelphia, PA

Client Care Manager

Philadelphia, PA

Macejkovic, Yost and Lesch

present

Philadelphia, PA

Client Care Manager

present

Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
Review and understand the change, incident & problem management processes
Provide strong decision-making on issues
Provide minutes for customer weekly customer care meetings and relationship meetings
Report process failures to management
Manage key customer accounts to ensure the highest level of customer service and satisfaction

Education Education

Bachelor’s Degree

Quinnipiac University

Bachelor’s Degree

Skills Skills

Detail oriented and analytical, able evaluate information to determine the appropriate course of action
Capable of effectively communicating information in a professional manner
Demonstrated ability to establish an immediate and genuine connection leading to strong customer engagement and satisfaction
Bank system knowledge and intermediate computer skills
Results-focused, able to manage multiple tasks simultaneously, prioritizing actions and ensuring resolution
Ability to evaluate the different types of fraud to determine the appropriate course of action
Achieves or exceeds target levels of quality, productivity and performance
Provides accurate and complete response to customer inquiries
Appropriately documents customer contact, including resolutions, issues and general notes
Understand how fraud can occur and the risks involved if the account is not secured

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15 Client Care resume templates

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Senior Collections Client Care-p&cb Operations Resume Examples & Samples

Resolves unique and/or complex investigations for specialized products/services, which may require use of numerous RBC systems and applications therein
Follows established Coaching Routines and related activity to drive high performance and enhance client experience
Posting end date: September 12th, 2014 ***

Manager Client Care Trainee Resume Examples & Samples

Successful completion of Manager Client Care Training Programor equivalent experience in an financial setting
People management experience within the financial industry
Minimum 1-2 yearsexperience in abanking environment

Manager Client Care-vancouver East Region, BC Resume Examples & Samples

Responsible for the overall client experience delivery in the branch by applying a continuous improvement approach. Spends a portion of the day "on the floor" assisting clients, conducting observational coaching sessions and monitoring client experience
Previous people management experience
Previous sales experience an asset
Mandarin or Cantonese language skills an asset

CIB Tech-client Care Tech-application Developer Resume Examples & Samples

You will participate in project planning sessions with project managers, business analysts and team members to analyze business requirements and outline the proposed IT solution
You will participate in design reviews and provide input to the design recommendations; incorporate security requirements into design; and provide input to information/data flow
You must understand and comply to Project Life Cycle Methodology in all planning steps. You must also adhere to IT Control Policies throughout design, development and testing and incorporate Corporate Architectural Standards into application design specifications
You will document the detailed application specifications, translate technical requirements into programmed application modules and develop/Enhance software application modules
You will participate in code reviews and ensure that all solutions are aligned to pre-defined architectural specifications; identify/troubleshoot application code-related issues; and review and provide feedback to the final user documentation
Work directly with other members of the development, project management and business teams
Support changes/applications post implementation by debugging, fixing, and participating in maintenance releases as needed
Mentor and provide technical guidance to other Application Developers on the team
On a day-to-day basis, you'll be expected to
Create technical specifications
Build application code
Test and implement complex applications
Provide technical and programming support and mentoring to Application Developers
Develop error free code that complies with all code standards and methodologies
Develop unit test plans and scripts and execute test scripts to ensure correctness
More than 6 Years experience in Java / J2EE (JMS, JSP, JDBC) technologies
More than 3 years experience in Pega PRPC tool
Architecture and Design experience
Design Patterns - Pega, Java, and J2EE
Experience in Oracle (SQL, PL/SQL)
Experience using XML, WSDL, SOAP UI
Analysis and design document creation experience in multiple projects
Test cases, Quality Center creation experience
Skilled developer in multiple technologies - Pega PRPC, Java, other
Unix
Strong database skills preferably in Oracle writing complex SQL queries, PL-SQL, stored procedures
Version Control-Subversion
Toad for Oracle

Manager Client Care Trainee Resume Examples & Samples

Successful completion of Manager Client Care Training Program is an asset or equivalent experience with another financial institution
Minimum 1-2 years banking experience preferably in a leadership capacity
Demonstrated change leadership skill and ability to effectively lead, communicate and execute change
Flexibility in the workplace environment – adaptability and comfort in interacting with clients “on the floor”
Strong knowledge and comfort in using technology

Manager Client Care Trainee Resume Examples & Samples

People management experience is an asset, preferably in the banking industry
Client service experience in a banking environment (i.e. Client Service Representative, Bank Teller, etc.) will be considered an asset
LI-LC1

Client Care Analyst Problem Resolution Resume Examples & Samples

At least one year of BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations
Must possess strong telephone soft skills and display the ability to engage with the customer
Must be very knowledgeable in BBVA Compass products and processes

Manager Client Care, Stoney Creek Resume Examples & Samples

*The successful candidate must be flexible with scheduling and availability and must be able to support branch hours of operation as required across a 6 day a week operation with extended hours including Saturdays***
Contribute to the branch unit by meeting its sales objectives and related strategies, opportunity spotting customers’ needs and referring them to the appropriate co-worker (Account Manager or Investment Retirement Planner role, etc.)
Proven organizational skills, the ability to compile paperwork in an orderly fashion

Manager Client Care Brooks, Ab Resume Examples & Samples

Previous financial services experience is preferable
Good understanding and management of operational policies and guidelines (i.e. Cash, Anti-Money Laundering, etc) - will provide training
Self-motivated and strong interpersonal

Manager Client Care-main Branch, Regina SK Resume Examples & Samples

Successful completion of Manager Client Care Training Program (or relevant experience)
Self-motivated and strong interpersonal skills
LI-LC1

Manager Client Care-st-georges de Beauce Resume Examples & Samples

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Completion of the Mutual Funds Course – IFIC (would be an asset)
Bilingualism required: French & English

Manager, Client Care Trainee, Downtown Resume Examples & Samples

Bachelor’s Degree in Finance/Management/Business Administration or related field - - - Mutual Funds License would be an asset
Customer service experience required
Sales experience required
Previous experience in a financial institution is an asset
Proven customer loyalty initiatives/activities
Bilingualism (French and English are required)

Manager Client Care, Hours, Brantford ON Resume Examples & Samples

Build and sustain staff relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes & folios
Maintain personal accountability to individual learning & self-development
Information-seeking skills - the ability to find out more and improve your understanding of a client’s situation or issue

Collections Client Care-operation Resume Examples & Samples

Possesses expert understanding of services and specialized products
Relies on past experience and extensive product knowledge to resolve complex issues
Expected to process work volumes as measured through established service quality standards (e.g. Client Service Commitments)
Works in a team environment
Please be advised, a preferred candidate has been identified

Client Care Anayst Problem Resolution Resume Examples & Samples

Interviews customers to understand how their account may have been compromised. Opens new case file in fraud case repository system. Updates system information to restrict accounts/card and note account
Completes maintenance on the compromised account as needed
Advances direct deposits, transfers balances, and updates relationship information
Closes the compromised account. Confirms the account is at a zero balance, and confirms ACH debit/credits are processing on the new account
Reviews new account options with customer and submits required information for account setup
2-3 years experience
Understand how fraud can occur and the risks involved if the account is not secured
Ability to evaluate the different types of fraud to determine the appropriate course of action

Client Care Analyst Resume Examples & Samples

Answers customer questions about how fraud may have happened, assists with getting affidavits completed and guides customer through the process of getting a police report completed
Bank system knowledge and intermediate computer skills
High school degree required

Manager Client Care-truro, NS Resume Examples & Samples

Preference will be given to those with previous Manager Client Care experience
Demonstrated ability to developing others and build a team
Self-motivated and strong interpersonal skills Each role at RBC offers a variety of development opportunities that are critical to an individual's career growth. In this role, the successful candidate can expect to gain experience in interacting with clients and developing general product/client knowledge
Bilingual an asset

Client Care Analyst Resume Examples & Samples

Handle Customer Inquiries (telephone/written correspondence) – Respond to and resolve customer inquiries. Provide timely, complete, and accurate responses to the customer. Telephone inquiries may be referred from: Banking Center, Corporate Offices and Customer Service. Sources of written customer inquiries may include: Better Business Bureau, direct letters to District Office, Email, PC Banking and Corporate Offices
Customer / Employee Liaison for New/Difficult Customer Service Issues – serve as the expert point of contact for issues that are unable to be resolved at first point of contact
Report Issue Trends –responsible to identify trends, recommend training /coaching needs; recommend streamlining opportunities
Must have excellent verbal and written communication/interpersonal skills along with strong customer service skills
Must be detail oriented, as well as analytical
Experience working with bank systems such as Alnova, TSYS, and Siebel is extremely helpful
At least two (2) years of BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations

Client Care Administrator Resume Examples & Samples

Literature Fulfilment
Prepare client information packages and ensure adequate supplies to accommodate increased volumes
Develop personalised package options in internal database
Package query on the first business day of every month
Investment Funds Forms
Organize and monitor in-house forms inventory
Ensure all departments and branches are using updated forms and destroy old forms
Mailings
Assist with the production and mailing of client letters
Outbound administrative calls to clients assigned from Client Services (ie. rejected automatic withdrawals/contributions, incomplete forms)
Closed account calls
Following up on returned mail to obtain current addresses for clients
Daily recording of closing fund prices for PH&N Funds
Pre-closing (1pm PST) calls to clients regarding offside trades as assigned
Data Management
Internal database (Onyx) administration, ensuring system is up to date with forms, reports, and articles
Add clients to the privacy list
Manage returned mail by updating database and monitoring client mailing status
Project Involvement
In keeping with our culture, participate in the strategic growth of the firm by recommending or becoming actively involved with various projects and initiatives from time to time
Post-secondary education diploma or degree
Licensed to sell mutual funds or willingness to obtain license
2 years of office administration experience in the financial or investment industry
Strong service orientation and demonstrated passion for putting clients first
Strong organizational skills with attention to detail and ability to deal with multiple tasks and changing priorities
Good oral and written communication skills
Ability to establish rapport and trust with clients and colleagues
Good working knowledge of Microsoft Office

Manager Client Care Trainee Resume Examples & Samples

Leads a team of Client Advisors who are responsible for serving the transactional banking needs of personal and business clients
Accountable for leading and coaching the Problem Resolution and Problem Management process within the branch. Coaches team to take ownership of client problems at first point of contact and escalate as appropriate
Build and sustain relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes and folios

Client Care Manager Resume Examples & Samples

Five to seven years of extensive knowledge of financial operations
Account/Relationship management experience
Experience within a computer software industry
Good understanding of the financial industry and federal regulations associated with the industry
Must be able to interact with others in a positive, professional manner
Excellent teamwork capabilities- ability to work well with all levels of management
High level of self-motivation
Ability to meet critical deadlines
Ability to influence at all levels within the organization
Ability to adapt quickly to changing focus/needs
Ability to prioritize with strong attention to detail and strong organization skills
Ability to multi-task in a very fast-cased environment
25 -50%

Client Care Technical Analyst Resume Examples & Samples

Ability to work on complex technical issues
General knowledge of the Banking/Credit Union Industry preferred
Ability to install, configure and troubleshoot client/server software applications, including the following areas
Minimum of five years of experience in the information technology field. Preferably in the Banking or Credit Union industry
Ability to work extended hours when needed. After hours beeper duty, and extended weekly working hours may be required
Minimum of 3 years’ experience in running, configuring and troubleshooting Open Solutions DNA software highly preferred
Minimum of 5 years’ experience in deploying technical software/hardware
Working knowledge of Windows 2008, 2012 Server and Windows 7 Workstation required
Minimum 3 year Oracle experience required
PL/SQL or SQL experience required
Experience with Citrix Metaframe or thin-client deployment preferred
Experience with UNIX (AIX or HP-UX) required
Strong analytical skills and the ability to make quick and accurate decisions
IIS
Advanced Networking Skills preferred
Excellent communications skills and the ability to translate highly technical explanations to a non-technical audience
Self-Motivated, Self-Starter
Ability to build strong relationships with clients and internal stakeholders
Excellent written/communication skills
Knowledge installing Scanners, Peripheral Devices and Cash Dispenser/Recycler machines
Minimum 10%

Client Care Resume Examples & Samples

Provide information pertaining to a wide range of complex financial planning concepts to existing and prospective clients including estates, tax, retirement planning, investment strategies etc...to bring resolution to issues pertaining to paperwork or outstanding trades and ensuring an exceptional client service experience from beginning to end
Adhering to all compliance and regulatory requirements to the highest ethical standards. Reports results to compliance and supervisor
Business Retention Strategy execution and implementation- Daily review of Closed Account report – proactive client contact, tracking account loss trends and reports to manager
Monthly Audits of outstanding tasks
Accepting client trades and instructions over the phone while ensuring these are consistent with client investment profile information
Work closely with Investment Funds Advisors on the team to ensure that trade discrepancies are handled in an efficient and accurate manner
Maintenance of Dormant Accounts
Manage ‘Returned Mail’ and to obtain updated address
Take responsibility and ownership in handling of errors and communicating to clients satisfactorily
Strong knowledge in administrative process within the financial services industry
Excellent technical knowledge of financial products – RSP, RIF, LIRA, RESP etc
Excellent knowledge of MS Word, Outlook
Good knowledge of Excel
Ability to work independently, multi-task and be able to function in a high paced environment
Good written and communication skills
Well organized and able to deal with multiple tasks and changing priorities
Able to work independently and is self-motivated
Good problem solver
Team player and able to work effectively with staff at all levels
Ability to establish rapport and trust with: prospective/existing clients, colleagues and co-workers
Ability to clearly communicate complex investment information
Demonstrate good judgement and maturity
Ability to handle large client volumes and multi-task
Must be Mutual Fund Licensed for a minimum of 1 year
2 or more years of progressive experience in the investment industry
Must be professional,and have an outgoing, friendly attitude
Demonstrate an excellent eye for detail, methodical work habits, and appreciation a high level of client service

Client Care Manager Resume Examples & Samples

Position will primarily operate with our clients in Puerto Rico. Must be bilingual in English and Spanish
Manage key customer accounts to ensure the highest level of customer service and satisfaction
Arrange/explore sales opportunities with the financial institutions
Communicate with and set Client expectations to build and improve the Client relationship every day
Empathize with Client needs and escalate them within Fiserv areas as appropriate
Understand the strategic directions of your Clients
Be responsible for Client satisfaction and communication, from transition to production support
Meet with Clients frequently to review and prioritize open cases and to learn about new developments and plans for their business to identify opportunities for additional revenue and/or services to support customer initiatives
Provide strong decision-making on issues
Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
Balance Client needs with business realities
Understand the Puerto Rico financial industry, vendors, and regulations
Stay current with new product developments and functionality
Review release notes and technical documentation to maintain knowledge of product as it relates to specific functionality and related support
Collaborate with AE partners on overall client relationship
Minimum 5+ years of product support or financial institution experience required
Financial Industry expertise
DNA and/or Fiserv product experience
Previous management or project management experience preferred
Must be bilingual English and Spanish
Excellent interpersonal, communication skills, time management, decision making and organizational skills required
Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
Expertise with Microsoft Word, Excel and PowerPoint
Light to moderate travel for client visits and internal meetings

Manager Client Care-th & Goodwin Resume Examples & Samples

Responsible for building team’s skill and capability (supported through Sales Management Routines and coaching to the Perfect CA Experience) in delivering superior client service and everyday banking advice based on client need
Experience taking on a leadership role and acting as a mentor to Service or Sales Professionals
Sales experience in a retail setting or banking environment will be considered an asset

MB Client Care Speciallist Resume Examples & Samples

Strong trouble-shooting and problem solving skills
Ability to explain underwriting conditions to our customers
Minimum of 1 year mortgage processing or underwriting working experience in conventional, FHA and VA financing strongly preferred
This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements
In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your existing registration as necessary to grant access to and reflect your employment with JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter

Manager Client Care-grandview Mall Branch Resume Examples & Samples

Successful completion of Manager Client Care Training Program is an asset or equivalent experience at another financial institution
People management experience is an asset, preferably in the financial industry
Strong sales experience in a retail setting, preferably in the financial industry
Experience with emerging communications and technology (i.e., web based meetings, social media, Digital Banking and Mobile Applications )

MB Client Care Spec Team Supv Resume Examples & Samples

Constant focus on customer service and all process flows that lead to delivering best in class service. Assist with customer escalations, address escalation issues from individuals and coordinate appropriate executive decisions in order to resolve customer concerns
Holds every employee on their team accountable for results including compliance to all pertinent regulatory policy. Monitor adherence to all prescribed metrics of performance which include but are not limited to customer satisfaction, cycle times, productivity goals, and pipeline management
Ensure policy communication is completed and validate employee understanding of required policy
Gives employees honest and clear feedback regarding strengths, opportunities and areas for development. Ensure employees are provided with the appropriate tools to successfully execute their responsibilities. Provides regular coaching and guidance for employees so they can improve their performance
Demonstrates the ability to build alignment and commitment within and across functions to achieve common goals. This includes but is not limited to originations, underwriting, support, closing as well as all other communications teams
Actively plans for the development of all employees that will strengthen current and future capabilities and enable them to contribute fully. Values continuous learning by fostering a climate for the learning and development of self and others
Demonstrates the ability to act in a decisive, urgent and committed way to achieve results
Participation in various projects and feedback sessions to positively impact workflow, policies and procedures, system enhancements, etc
Four years experience in mortgage loan processing/closing (conventional and government; purchase and refinance) preferred; prior supervisory experience preferred
Excellent working knowledge of mortgage originations, specifically mortgage operations
Proven ability to lead, coach, and mentor at all position levels. Ability to consistently maintain high performance level especially in stressful situations
Consistently acts in a way that is both trustworthy and trusting. Builds and maintains trust with others
Solid knowledge of Federal and State regulatory policies and procedures
Strong interpersonal skills; the ability to effectively interact with various styles and levels of management and be able to adjust own communication style based on the audience
Strong PC skills, including Microsoft Office Suite. Loan Originations Systems experience a plus
Knowledge of Fannie Mae, Freddie Mac and Government guidelines preferred

Client Care Analyst Resume Examples & Samples

Respond and resolve Banking Center, Call Center, and other departments customer service issues
Respond in writing to Customer’s correspondence
Answer CEO Line calls
Answer CCS Direct calls
Respond to Passion for Customer action alerts
Respond to BSA closure calls
A Bachelor’s degree or equivalent professional experience
Must have excellent verbal, written communication /interpersonal skills along with strong customer service skills
Must be detailed oriented as well as analytical
Experience working with bank systems such as Alnova, TSYS and Siebel is extremely helpful

Client Care Knowledge Specialist Resume Examples & Samples

Meet Service Level Agreements for all Knowledge article creation, updates and approvals
Generate and evaluate new/alternative solutions and ideas
Provide support/training for Knowledge Base features and functionality including workshops, one-on-one guidance, and troubleshooting
Share experiences across communities of practice, business units, and networks on innovative approaches in knowledge sharing, including preparation of case studies
Monitor and evaluate the Knowledge Base with benchmarking
Present monthly data analytics with recommendations for improvement and assist in implementing those ideas into gains
Develop a cadence for communication to the department on updates, changes to Knowledge articles and informative data analytics to support business goals
Define scope, recommend measurable plan with a creative solution
Analyze trends and present results to clients with insight
Ability to translate goals and brand campaign initiatives into measurable value
Define clearly measurable frameworks for awareness, maintenance and development

Client Care Quality Analyst Resume Examples & Samples

Key contact and Subject Matter Expert (SME) for Customer Care Operations as well as internal customers’, responsible for the complete business process lifecycle
Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution
Serves as single point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed
Serves as liaison and escalation point for issues impacting operations in all contact centers
Gains and maintains familiarity with contact center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with IT, Telecomm and Operations
Participate in the calibration sessions with internal/external clients, and review calls for process and product improvement
Work collaboratively with sales or product team to gather, analyze and make recommendations based on customer data that improves the efficiencies and costs
Establish and strengthen relationships with business partners

Client Care Coordinator Resume Examples & Samples

Coordination of resolution of client requests
Contract and renewal Management
Maintenance of Client and Contract data within internal systems
Assessments dates confirmation

Client Care Program Analyst Resume Examples & Samples

Leading CCC projects that support the consolidation of tools and process flows across the global campuses by taking a lead role in CCC projects that consolidate the CCC tools to unify the global campuses into a scalable global support model. As a Client Care Program Analyst you will collaboratively work to assess the various tools already used as well as those available in the marketplace to help determine which tool positions ELMS for current and future growth. Once the tool is selected the Client Care Program Analyst will collaboratively facilitate the effort taking a lead working role to implement the new tool across the campuses. The facilitation effort will include developing a project plan and managing the progress, working to consolidate the process flows to one unified process flow, training the impacted staff and clients, writing the supporting documentation and supporting the transition to the new tool
Researching and responding to challenging client questions that are escalated by the CCC agents relating to the operation and content of ELMS products by unifying and managing multiple technical support calls, prioritizing, and determining the next step; recording thorough case notes; analyzing, researching and responding to cases in a timely manner that may be handled without escalation (e.g., product operation, product content); troubleshooting technical issues via phone and e-mail; working cross-functionally to resolve technical, procedural and operational issues; escalating cases that require additional expertise; following up and driving escalated issues to closure; providing timely responses to business owners, stakeholders and users on issue status and resolution; and translating common issues into “knowledge base” materials to reduce recurring issues and inquiries
Develops, maintains, and distributes back office reports by analyzing product usage for performance, success, and volume; providing weekly status reports on all requests received by the Helpdesk group; providing ad-hoc reports to business users upon request; developing and maintaining automated reports
Updating and maintaining product and process documentation by collaborating across the business to leverage the collective knowledge and expertise in support of creating, updating and maintaining documentation (e.g., system documentation, support documentation, process documentation, product documentation)
Provides training to internal teams and external clients by collaborating with the Training Program Analyst supporting the creation of training materials and/or course development; ensuring all training is sound in terms of structure, logical flow, content coverage, duration and complexity level; ensuring all logistical necessities are met (e.g., location, web connection, materials available); presenting training, responding to questions, and requesting feedback; and customizing and revising the training course/materials to accommodate system advances, feedback/evaluations, and customer needs
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism
Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail
Working cross-functionally to resolve technical, procedural, or operational issues
Data analysis and management
Software configuration management
Providing consulting services
Building and deploying automation
Maintaining infrastructure improvement projects
Overseeing project personnel, and leading cross-functional teams
Creating executive-level content and detailed presentations
Working collaboratively with individuals at all levels of the organization
Executing to short and long-term plans
Managing business partner contracts
Creating process documentation
Database reporting
Scripting and automation
Process reengineering
Product development
Resource optimization
Project leadership skills
Interpersonal and collaborative skills
Prioritization, multitasking and organizational skills
English language

Client Care, Team Lead Resume Examples & Samples

Assists and helps manage the law firm operations team to ensure that law firm e-billing and corporate product questions and problems are handled promptly and effectively
Maintains effective communications the management of the LFO to ensure proper sensitivity to the needs of the Law Firm Operations unit
Assists in the duties related to hiring, firing, performance reviews and pay reviews of Customer Service staff
Works in concert with the LFO management team to establish policies and procedures to provide optimal level of service and promote good relations with law firm customers
Analyzes team workflows and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results
Assists in the Management of the LFO team activities and assures delivery of service excellence through management of case quality reviews and coverage assignment
Works cross-functionally with professional services, engineering and sales to ensure client and law firm success
Assists in the Management of established standards and protocols of customer service to assure staff follow these standards. Provides regular monitoring of staff efficiency and effectiveness providing coaching and takes corrective action as needed
Seeks regular feedback from staff and customers on how processes and systems can be improved to develop pro-active solutions to problems
Acts as adviser to management on organizational improvements to better support the Customer Experience

Client Care Concierge Resume Examples & Samples

As many clients arrive from out of town, the Health Nucleus Care Concierge will reach out to the client ahead of their visit, assist with hotel recommendations and scheduling and transportation to and from the Health Nucleus
The Concierge will be aware of the client’s dietary preferences and needs, and communicate with the Health Nucleus clinical team specifics that will impact the Client’s experience once in the Nucleus
The Concierge will be responsible for creating the daily At-A-Glace document used to brief the Nucleus Team each morning on each of the clients
The Concierge will prepare the client suite according to client preferences, and on the day of the client’s arrival, the Concierge becomes the client’s on-site key interface to make them feel welcomed and important
This individual will coordinate closely with members of the clinical team to ensure timely transitions between testing, as well as ensure continuous room ambience for the client
The Concierge will be responsible for ordering the client’s meals as well as providing tray service to the clients during their visit
The Concierge will assist in all areas of the Nucleus to ensure that client comfort and satisfaction is exceeded
The Concierge might be responsible for interfacing with other members of a client’s work or administrative team while the client is on site
Exceptional communication skills with ability to adapt to different audience types
Demonstrated ability to work in a highly confidential environment and operate with the utmost discretion
Service-oriented approach with ability to discern customer preferences and anticipate customer needs
Resourceful problem solver with careful attention to detail and consistent follow-through
Previous experience in healthcare and/or hospitality industry
Familiarity with HIPAA compliance requirements
Strong Microsoft Outlook knowledge
Comfortable working with Mac Powerbooks

Client Care Analyst Resume Examples & Samples

Using advanced listening, probing and comprehension skills, identifies the purpose of the customer contact and initiates protocol for resolution
Provides accurate and complete response to customer inquiries
Follows established policy to complete end-to-end resolution of customer contact
Appropriately documents customer contact, including resolutions, issues and general notes
Impacts the customer experience by identifying and reporting trends and offering recommendations for improvements
Achieves or exceeds target levels of quality, productivity and performance
Responsible for strict adherence to all compliance and regulatory requirements as well as department policies and procedures
A minimum of one year of demonstrated success in a customer service or retail banking environment, working with complex issues and/or difficult customer situations
Intermediate computer skills are required, including menu-driven software and web-based applications
Demonstrated ability to establish an immediate and genuine connection leading to strong customer engagement and satisfaction
Detail oriented and analytical, able evaluate information to determine the appropriate course of action
Capable of effectively communicating information in a professional manner
Results-focused, able to manage multiple tasks simultaneously, prioritizing actions and ensuring resolution
Ability to work successfully within a collaborative environment to address client needs and meet departmental goals

Senior Manager, Client Care Center Resume Examples & Samples

Responsible for the satisfaction of corporate clients, law firms and legal services providers
Management of the allocated resources within the Client Care Center including financial and operational performance
Performs duties related to hiring, employee development, and performance management of Client Care Center staff
Tracks, manages and reports on team performance including the response time, resolution time, and quality of customer service from the Client Care Center
Establishes policies and procedures to provide optimal level of service and promote good relations with customers
Ensures that established standards and protocols of customer service are followed by staff
Provides regular monitoring of staff efficiency and effectiveness, provides coaching and takes corrective action as needed
Responsible for departmental and cross-functional process improvement initiatives
Management of customer relationships through periods of remediation, acting as a key point of escalation
Collaborating cross-functionally with professional services, engineering, product management and sales to ensure client and law firm success
A minimum of 5+ years of call center or customer support experience and 2+ years management experience
Technical and Client Care background
Experience working with Fortune 500 clients
Experience with CRM systems
Legal industry experience a plus
Ability to communicate effectively with individuals at all levels, internally and externally
Excellent communication, presentation & writing skills
Knowledge of software development and quality assurance practices

Client Care Analyst Resume Examples & Samples

Under direct supervision, performs varied duties and assignments
Knows fundamental concepts, practices and procedures required for position, with awareness of related positions
Resolves routine questions or problems, referring complex issues to higher level
A minimum of two years of demonstrated success in a customer service or retail banking environment, working with complex issues and/or difficult customer situations
Bilingual; English/Spanish
Associate or Bachelor’s Degree in Business, Finance or other related field is preferred
Direct experience using TSYS, Siebel, Alnova or C-net is strongly preferred
This job occasionally requires standing and walking and on rare occasions, may require the ability to balance, bend, stoop, kneel, climb stairs or lift and carry up to 25 pounds
Work volume can be unpredictable and interruptions from customers, peers, managers or others may be present

Client Care Analyst Resume Examples & Samples

With limited supervision, performs essential functions and fulfills direct responsibilities
To effect customer retention, has defined authority for un-reviewed action to resolve complaints or fraud situations
Has a well-developed knowledge of the concepts, practices and procedures of a particular area of specialization as well as related fields and their effect on own area
Refers to policies and procedures in the evaluation and resolution of issues
A minimum of four years of demonstrated success in customer service, retail banking or fraud experience, working with complex issues and/or difficult customer situations

Client Care Team Manager Resume Examples & Samples

Manage all aspects of hiring, coaching, recognition, evaluation and termination of employees
Perform monthly one on ones and provide feedback to review performance, phone quality results, and training opportunities
Lead team meetings to identify process improvements, department trends, and phone quality feedback
Critical thinker to solve complex/difficult issues
Willingness to continue to grow as a leader
Ability to motivate, direct, and develop team members
Strong banking operations knowledge
Interpersonal skills
Professional
Self starter and able to take initiative
Excellent verbal/written communication skills
Resourceful and solution oriented
Calm/patient demeanor
Strong research skills
Bachelor’s degree or branch and contact center experience minimum four years
Two years supervisor experience
BBVA Compass systems knowledge (Alnova, TSYS, Remedy)

Client Care Representative Resume Examples & Samples

Asks necessary questions in order to troubleshoot technical service issues determining root causes of problems and finding appropriate resolutions
Introduces and promotes the use of self service options relevant to clients' needs
Accurately obtains, documents and confirms client personal information
Builds relevant professional relationships with internal contacts

Client Care DRO & Analyst Resume Examples & Samples

Knowledge of IT system within the enterprise
DCG- x86 & Thinkserver product knowledge
Experience working with different functional teams within the company
Excellent oral and written communications skills
Strong knowledge of quality KPI data and the calculation algorithms
Analytic related work experience in data modeling, business intelligence and advance analytics

Teller / Client Care Representative Resume Examples & Samples

Receives checks and cash for deposit, verifies amount, and examines checks for endorsements
Places holds on accounts as appropriate
Balances currency, coin, and checks in cash drawer at end of shift and compares totaled amounts with data displayed on computer screen. Reports any balance discrepancies
Performs outbound calls and set appointments for Branch Sales Leaders and Branch Sales Representatives in accordance with market initiatives and/or branch goals
Opens and processes all types of accounts, products, and/or services for customers after consulting with them on their specific needs. Assists customers whenever possible. Refers customer to appropriate business line as needed to ensure customer needs are met
Processes transactions from automated teller machine and night depository
Maintains work station within BankUnited standards

Client Care Representative / Teller Resume Examples & Samples

Cashes checks and pays out money after verification of signatures and customer balances
Enters customers' transactions into computer to record transactions, and issues computer generated receipts
Explains, promotes, refers, or sells Bank products and services such as accounts, loans, traveler’s checks, money orders, and cashier's checks in the branch or via telemarketing
Maintains knowledge of current products, policies, procedures and regulations as it relates to position

Lead Client Care Rep-sarasota Southside Resume Examples & Samples

Ensures that Client Care Representatives adhere to all current policies, procedures and regulations including compliance and security
Conducts meetings with Client Care Representatives to discuss branch issues, regulatory updates, and/or to explain procedural changes/practices
Participates with Branch Leader/Branch Quality Manager in evaluation of Client Care Representatives’ performance. Participates in corrective action process
Serves as back-up for Branch Quality Manager, as needed

Client Care Representative Resume Examples & Samples

Provide application support to both internal teams and external customers by managing multiple technical support calls, prioritizing, and determining the next step
Record thorough case notes; analyzing, researching and responding to cases that may be handled without escalation (e.g., product operation, product content)
Troubleshoot technical issues via phone and e-mail (e.g., browser used); working cross-functionality to resolve technical, procedural and operational issues
Escalate cases that require additional expertise; following up and driving escalated issues to closure; providing timely responses to business owners, stakeholders and users on issue status and resolution; and translating common issues into “knowledge base” materials to reduce recurring issues and inquiries
Bachelor’s Degree; OR, if no degree, 4 years of industry client support experience
Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail/Chat
Work cross-functionally to resolve technical, procedural, or operational issues
Work collaboratively with individuals at all levels of the organization
Execute to short and long-term plans
Train internal and external customers to mitigate recurring requests for help
Create process documentation
Process re-engineering
Multi-lingual helpful
Self-starter, adaptable to change, strong interpersonal and collaborative skills, problem solving and decision making skills, strong written and verbal communication skills, prioritization, multitasking and organizational skills, conflict resolution, presentation skills, strong command of the english language
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft Server products (e.g., Windows Server, SQL, MS Project), CRM Application, Visio, Microsoft Access, BusinessObjects

Phca Client Care Representative Resume Examples & Samples

Current driver’s license. Must have reliable transportation and insurance
Experience providing direct care to clients
Extensive telephone use is required
Local car travel is required
Must read, write and speak fluent English

Client Care Technical Analyst, Loan Servicing Resume Examples & Samples

Support our clients utilizing our products and services
Log, track and manage all incoming calls professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction
Understand and manage clients expectations ensuring client priorities and high impact items are addressed in a timely manner
Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data
Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client
Collaborate extensively with internal departments to resolve client issues actively contributing to the effectiveness of the team
Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal departments
Submit system defects and enhancements to Development with detailed analysis
Provide extended hour of support on a scheduled basis and on-call support after hours and weekends as needed
Participate in special projects for clients as needed
Minimum 3 years Customer Service and/or Call Center experience
Minimum 5 years of loan servicing experience
Knowledge of remote desktop, VPN, Lync and RAS connections preferred
Familiarity with Microsoft Office products
Windows NT, 2000 and/or XP experience is a plus
Possess high standards of service and the desire to deliver consistently based on client expectations
Must possess exceptional interpersonal and organizational skills as well as excellent written and verbal communication skills
Work effectively and professionally with others
Ability to maintain confidentiality of sensitive customer information
Ability to multi-task and be flexible
Team player/strong work ethic
Critical thinking and creativity
Ability to work independently with minimal supervision and as a self starter

Client Care Manager Resume Examples & Samples

Overall responsibility for a particular designated area or sector as directed by your line manager
Effectively participate in the day to day operations of the branch ensuring all practices & processes are in accordance with current legislation and corporate policies and procedures
Undertake time sheet processing as required
To participate in the escalation rota as directed by your line manager to ensure the out of hours service is fully supported
Experience of working within the Healthcare or recruitment industry is essential
Sales background is an added advantage as this is a fast paced role
Ability to recruit and oversee a team of healthcare workers and conduct supervisions
Manage client care packages, including supervising staff and completing reviews
Natural sales skills or business acumen
Passion to meet and exceed financial targets
Clear and concise communication skills
Ability to work under pressure and to deadlines
Proficient use of IT
Be able to demonstrate organisational skills
Complete telephone screening and inductions
Manage multiple tasks

Client Care Representative Resume Examples & Samples

Cross-trains on the products and operational processes associated with the Platform and assists clients with related activities
Achieves individual referral goals for cross selling of all credit, non-credit and fee income goals
Adheres to all current policies, procedures and regulations as it relates to position
Responds professionally to customer inquiries or problems

Client Care Representative, Lending Services Resume Examples & Samples

Must possess 2-3 years of experience in Loan Operations, or related field
Must possess 1-2 years of experience in customer service, preferably in the financial industry
Must possess strong working knowledge of Microsoft Office Suite
Must possess strong analytical, process, and people skills
Must possess excellent oral and written communication skills
Must possess the ability to work proactively and operate accurately and efficiently in a fast-paced environment with variable deadlines
Must possess demonstrated organizational skills and a strong attention to detail
Must be able to make sound decisions in ambiguous situations
Must be able to provide extraordinary service and have fun!

Client Care Representative Resume Examples & Samples

Handle client and branch contacts for service or prospective Client inquiries. Identify needs and resolve them appropriately through contact resolution or referral of other Washington Federal resources when required
Answer questions and provide information to assist Clients/Branch staff using information resources and knowledge/experience
Answer Washington Federal inbound telephone calls and emails; determine needs and transfer caller to appropriate department or individual as required
Handle additional tasks when not handling contacts, such as information updates, outbound follow up and special projects
Meet or exceed performance standards and metrics to provide a quality experience Washington Federal is proud to provide

Client Care Analyst Resume Examples & Samples

Answer Digital Bank Operations calls
Back up to Written Correspondence Analyst
Run reports for department
Research and respond to Executive Management questions/cases
Back for Digital Bank Operations

Senior Head Teller / Lead Client Care Rep Resume Examples & Samples

Coordinates operational activities within their authority. Keeps Branch Quality Manager and Branch Sales Leader apprised of all issues
Cashes checks and processes deposits; issues and receives negotiable instruments (e.g., official checks, money orders, traveler's checks, savings bonds and foreign currency for exchange)
Cross-trains on the products and operational processes associated with the Platform and assists clients with related activities, such as opening accounts, as needed
Performs outbound calls and sets appointments for Branch Sales Leaders and Branch Sales Representatives in accordance with market initiatives and/or branch goals
Centrally maintains reserve and working supplies of negotiable instruments, including, but not limited to: official checks, money orders, and counter checks
Maintains and controls vault cash
Works with Branch Quality Manager to address operational exceptions and maintain operational soundness of Teller line
Assists Client Care Representatives with identifying and correcting out-of-balance conditions
Works with Branch Leader/Branch Quality Manager to develop weekly schedules

Lead Client Care Rep-lake Mary Resume Examples & Samples

Coordinates workflow and day-to-day operations of Client Care Representatives
Achieves individual referral goals through cross selling of all credit, non-credit, and fee income products. Works with Customer Care Representatives to achieve referral goals and track performance
Balances out branch to standard cash limit, prepares cash shipments to Federal Reserve intermediary banking institution and reconciles cash general ledger account
Advises Branch Leader/Branch Quality Manager of discrepancies from standard operating procedures
Takes corrective action on discrepancies

Manager, Client Care Resume Examples & Samples

Effectively manage, coach and develop a team of client agents
Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
Communicate expectations, analyze data, prioritize and action individual and team results
Oversees organization and prioritization of workload in real time to meet customer requested due dates in conjunction with the Order Control Desk
Acts intuitively and proactively to identify & communicate unusual fluctuations in volumes and workload balancing load accordingly in conjunction with the Order Control Desk
Deliver service excellence to internal and external customers
Knowledge of and ability to perform Performance Management practices
3 to 5 years experience in a management role
Excellent interpersonal skills with effective listening, comprehension (written and verbal)
Strong communication, negotiation, leadership and mediation skills
Ability to act as a catalyst for change and continuous improvement
Ability to use data and develop analysis to assess impacts of work
Ability to anticipate future obstacles and consider alternate solutions
Strong ability to multitask with a high level of adaptability
Knowledge of Voice Provisioning Tools
Previous position of Leadership/Coaching
Knowledge of the current BellAliant collective agreement
University Graduate

Client Care Lead Resume Examples & Samples

Participates in the initial training of team members, continually coaches Support Specialists and provides additional assistance when needed
Monitors student calls to observe employee demeanor, technical accuracy, and conformity to company policies
Ensures that quality control standards and developed budget guidelines are followed
Provides communication and follow up to ensure specialists are fully informed of all new information related to products, procedures, student needs and company related issues, changes or actions
Monitors productivity of Support Specialists and generates reports
Obtains and evaluates all relevant information to handle and resolve inquiries and complaints when possible
Resolves escalated student calls and ensures employees and team positions are completed within established business objectives
Strives to ensure specialists provide above and beyond student support within adherence to the company’s goals, mission, and/or promotions
Answers overflow support calls and maintains the ability to assist current and prospective online students with inquiries, orders, and requests
Remains up-to-date on any company changes relating to or affecting the specialist role, Support department, or its current and prospective students
Communicates with programmers regarding bugs and follow-ups to make sure fixes are received and tested
Advises upper management on course or product development issues arising from problems identified through specialists or students
Carries out managing responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include training and coaching employees; planning, assigning, and directing work; addressing complaints and resolving problems
Customer service focused
Strong engagement and willingness to work in a team environment, while also able to work independently at times
Conflict resolution
Pronounced judgment to maintain confidentiality of information
High School Diploma or equivalent required, Associate or Bachelor degree preferred
Computer and software skills (Microsoft Office Suite, CRMs, Internet)
Previous leadership experience preferred, but not required
Ability to objectively lead a team
Bilingual (English and Spanish) preferred, but not required

Client Care Generalist, Lending Services Resume Examples & Samples

Receive and bring to successful resolution all internal and external client inquiries, requests and problems in a timely and professional manner
Maintain current knowledge of lending products, services, systems, and processes in order to provide expert and up-to-date client service
Recognize issues that demand escalation, determine the appropriate Bank contact, and act as liaison between the client and relevant group(s) in order to successfully resolve issues
Perform duties and responsibilities specific to department functions and activities or as assigned by supervisor
Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank
One to two years of experience in financial client services
Experience in loan operations or related lending, preferred
Must possess intermediate working knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint)
Knowledge of residential and commercial loan systems and operations, a plus
Furthers the First Republic Bank culture and values
Proactive individual able to operate efficiently in a fast paced environment
Excellent verbal and written communication skills. The ability to communicate effectively with other bank partners and ability to build and maintain effective working relationships with staff at various levels is critical
Demonstrated skills in organization and strong attention to detail
Quick learner and ability to manage multiple priorities
Have fun!

Client Care Technical Analyst, Loan Servicing Resume Examples & Samples

Plenty of opportunity to learn and grow in a growing and ever changing industry
Associates work independently as well as collaborate and interact with experts on the DNA integrated products and services teams. Their individual and group efforts help the company achieve success with client satisfaction
Evaluation and analysis by this team is vital to the success of the Open division of Fiserv
Align within Client Care Loan Team as a level three support member for cases not resolved by the application analyst team (levels one and two)
Perform code level diagnosis whether the software is working as designed or if the client is experiencing a defect or should request an enhancement
Proficient understanding of DNA core loan product and able to discuss and advise clients as to the setup, configuration and architecture of the systems
Work with other departments in creating client notifications for software issues
Interact with Implementation, Development, QA, and Product Management relative to system defects and enhancements
Attend special project and release meetings as needed
Consult with clients’ technical staff to analyze and understand functions that are automated, client needs, objectives, desired features, and input and output requirements
Analyze, define, and document system requirements for data, workflow, logical processes, hardware and operating system environment, and interfaces with other loan systems
Provide extended hour support on a scheduled basis
Perform other tasks as assigned
Minimum of five years’ experience in the information technology field and experience in the financial services industry
Ability to read and analyze system code
Familiar with code review application software such as SQL Developer, PL/SQL Developer and Microsoft Visual Studio
Proven history of exceptional teamwork and interpersonal skills
Associates Degree or equivalent experience in software application troubleshooting
Knowledge of remote desktop, VPN, Lync

Client Care Center Service Specialist Resume Examples & Samples

Handle Customer Inquiries via Telephone 90%, Secure Chat 5%, Emails 3%, Rightfax 2%
Complete Administrative tier 1 and tier 2 tasks for ATM/Loan Servicing/Online Banking
Follow fraud assessment protocol and complete Fraud Monitoring tasks
Assure customer inquiries are answered, customer is kept informed and incidents closed meeting Service Level Agreements
LanguageLine Solutions

Client Care Lead Resume Examples & Samples

Provides daily leadership to customer service staff to meet customer expectation
Ensures timely processing of customer orders and helps resolves customer disputes
Day to day employee management ensuring goals are met, motivating, recognition, coaching, counseling, training, and problem solving
Acts as the first point of contact for escalated issues that cannot be resolved by themember services team
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Proactively identifies root causes of issues and makes recommendations for process improvements future state
Assists in special projects or assignments as needed by the business
Experience managing and developing employees
Ability to prioritize and multi-task in a fast paced environment
Interest in fitness and training preferred
Certified Personal Training (CPT certification) highly desired
Minimum of 3 years of customer service

Manager, Client Care Resume Examples & Samples

Identify opportunities in the business and drive improvements that align with the strategic imperatives
Execute on transformation program, influence the changes, ensure theory and practice align
Passion for uncovering opportunities and aligning efforts to ensure timely implementation
Proficient skills in Excel and PowerPoint
Superior analytic thinker, ability to use data to assess impacts of work
Builds and maintains good partnerships and networks
Proven conflict resolution skills
Passion for uncovering opportunities with proposal to optimize and drive improvements
Knowledge of Data Provisioning Tools

Client Care Professional Resume Examples & Samples

You must possess the ability to establish your own priorities - be a self starter
You must have the ability to delegate tasks to other Client Care team members
You must be able to manage daily contact with internal partners and external clients while completing daily work assignments
You must have very good organizational skills that are sufficient to accomplish work by established deadlines; prioritize workloads and make adjustments to meet business needs
You will be expected to obtain RRD DSE certification within 2 years

Client Care Representative Resume Examples & Samples

Bachelor of Science in Animal Science or related field, or compensatory professional experience
Minimum of 2 years client service/communication
General experience with computer software
Knowledge of clinical specimens/testing and medical databases
Diagnostic Laboratory Experience

Business Analyst Client Care Resume Examples & Samples

Strong leadership skills. Must have the ability to lead project teams to analyze, recommend, and implement system solutions
Exceptional ability to review large datasets and identify trends, patterns and anomalies
Must be relentless as an advocate for Client Care and their ability to serve our Clients
Capable of working within a highly collaborative environment
Ability to influence key personnel at all levels
Strong organizational skills are critical as the selected candidate will be expected to manage multiple projects concurrently
Ability to travel stateside and overseas - expectation of a minimum of one week of domestic travel monthly

Manager, Account Management & Client Care Resume Examples & Samples

Account Manager is Strategically Focused: At a high level – manages the strategic partnership and overall health of accounts who have implemented our Recurring Services-Based solutions. They Monitor All Production Activity
Define and monitor business processes in the areas of account management and customer engagement management
Develop and execute overall account maintenance support plan across client base
Measure customer satisfaction and implement improvements as needed
Ensure ongoing support and reporting needs are well defined and meet customer expectations
Facilitate the resolution of technical and customer issues and problems
Lead a team of Account Administrators who work with clients to
Eight years account management / project management experience,7-10 years managing people
Bachelor's level degree or equivalent experience required
Payments Industry and product knowledge
Account Management
Strategic planning
Strong presentation/communication skillsTechnical product expertise

Phca Client Care Supervisor Resume Examples & Samples

High School Diploma or equivalent required. Bachelor’s degree preferred
Current Certified Nurse Assistance license preferred
Two years previous experience providing direct care to clients in a home setting
Two – five years supervisory experience preferred
Familiar with State and Federal laws pertaining to the industry as well as labor laws
Strong communication, interpersonal and organizational skills

Client Care Representative Resume Examples & Samples

Real passion for customer service
Ability to thrive under pressure and remain calm during dispute resolution
Strong PC skills, internet savvy, and above average typing skills
Self-motivated, self-starting, self-confident
Love of problem solving and analysis
High sense of urgency and multitasking skills
Desire for job joy with ability to have fun

Client Care Supervisor Resume Examples & Samples

Strategically lead the Client Care team to reach department goals and company vision
Manage quality assurance to ensure that the Client Care team’s interactions with clients are positive and adhere to operational guidelines
Identifies system and workflow improvements to enhance the team’s efficiency
Resolve incoming customer requests or inquiries via telephone, email or live chat and serve as a point of escalation for client resolution
Maintain a working knowledge of products, services, and policies within the business and train team members to effectively support the business
Guide and review the on-going development and achievement of project work and individual SMART goals
Documentation of inquiries and resolutions
Provide light technical support for customers
Bachelor’s degree is preferred; High school education or equivalent required
One to three years of customer service experience
Previous call center experience is preferred
Previous supervisor experience is preferred
Strong leadership and supervisory skills
Ability to coach team members and develop future leaders
Excellent collaboration and teamwork skills
Proven organizational and time management skills
Strong attention to detail and ability to solve complex problems
Openness to additional responsibilities
Ability to work both 10am- 7pm and 12:00 pm-9:00 pm shift

Client Care Manager Resume Examples & Samples

Ensure production services are consistently delivered as contracted
Review and understand the change, incident & problem management processes
Participate & represent customer in weekly change review meetings
Coordinate outage schedules, change documentation and notification
Manage simple change requests; ensure contract changes follow appropriate process
Participate as customer advocate in complex project implementations
Follow the RCOA process for all Critical problems
Report process failures to management
Off-hour availability for Critical 1 incidents
Act as customer advocate during critical incidents and manage customer communications on Critical 1/Crisis bridges for assigned customers
Ensure that critical account management activities such as notifications, critical 1 bridge participation, etc. occur when needed for assigned back up accounts
Ensure customer business & processing requirements are documented & socialized
Ensure delivery of SLA and incident reports to customer
Provide minutes for customer weekly customer care meetings and relationship meetings

Client Care Coordinator Resume Examples & Samples

Scheduling of home health patients and coordination of clinician assignments under the direction of a clinical supervisor
Review of assigned data reports
Utilizing computerized scheduling
Data entry and telephonic communication skills required
Must be able to speak, read, and write English fluently

Client Care Analyst Resume Examples & Samples

Identify trends
Recommend training / coaching needs
Recommend streamlining opportunities
Bi-Lingual position - Required fluency in Spanish (verbal/written)
At least two years BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations
Must have excellent verbal/written communication & interpersonal skills along with superior customer service skills
Strong operational knowledge (i.e. process, procedure, compliance, regulatory knowledge, client escalation methodology, and risk mitigation)
Analytical thinking coupled with results orientation
Candidate will have demonstrated examples and proficiency in: working autonomously (i.e. minimal supervision), root cause identification, problem resolution, and multi-tasking
Knowledge and strong understanding of BBVA Compass products and processes
Successful candidate must be flexible and perform special assignments as requested by management

Client Care Technical Analyst, Senior Resume Examples & Samples

Review loan product code and revisions to assist in the analysis of client cases and defects
Recreate product defects on test databases and report analysis to Development
Ability to explain complex loan software issues with clients and Client Care Support Analysts
Utilize debug codes to assist in the resolution of client cases or identification of system defects
Write SQL scripts to analyze client data
Act as liaison between Client Care Loans, Development and Product Management
Participate in ongoing training sessions and conduct informal training with clients and staff
Provide extended hour support on a scheduled basis and on-call support after hours and weekends as needed
Minimum of five years’ experience in the information technology field and experience in the financial services industry a plus
Must possess world class customer service skills and be willing to go above and beyond client expectations
Advanced knowledge of DNA Loan products and functionality
Associates Degree or equivalent experience in software application troubleshooting Certifications

Client Care Representative Resume Examples & Samples

Escalate cases that require additional expertise; follow up and drive escalated issues to closure; provide timely responses to business owners, stakeholders and users on issue status and resolution; and translate common issues into "knowledge base" materials to reduce recurring issues and inquiries
Bachelor’s degree or 4 years of relevant industry client support experience
2+ years of client-facing application support experience
Experience troubleshooting product issues, business requirements, and reporting issues via phone/e-mail/Chat
Experience working cross-functionally to resolve technical, procedural, or operational issues
Ability to work collaboratively with individuals at all levels of the organization
Experience training internal and external customers to mitigate recurring requests for help
Experience creating process documentation
Experience with process re-engineering
Being multi-lingual is a plus
Self-starter, adaptable to change, strong interpersonal and collaborative skills, problem solving, prioritization, decision making skills, strong written, presentation and verbal communication skills, multitasking and organizational skills, conflict resolution experience

Client Care Representative Resume Examples & Samples

Set daily appointments
Be a quick learner, able to multi-task and consistently complete all steps in the process
Have strong work ethic, be self-motivated and transparent/honest in all activities relating to generating commission
Possess an acceptable driving record and valid driver’s license in state of residence
A criminal history background check will be conducted prior to beginning employment
Clear pre-employment drug screen

Client Care Coordinator Resume Examples & Samples

Quote new/repeat cable/harness electro-mechanical assemblies
Take initiative in identifying potential missing items that effect quote completion; prints, bill of materials, spec-s, tooling compatibility / cross parts
Work closely with internal teams to resolve customer related document issues
Quote all parts using approved Customer AVL supplier list, including copy exact rules
Website searches, including analysis using company stock
Analyze repeat quotes for labor, supplier stock status & bill of material issues
Data entry on all completed quotes using excel & quote database
Provide estimated quote completion by updating customer service team and status daily reports
Quote submittal on time to need date and all data double checked for accuracy
Bachelor-s degree in a business-related field or equivalent preferred
3+ years- experience in a similar role in either a quoting or pricing team, using simple assembly bill of materials
Possess working knowledge of manufacturing processes related to cables/harnesses & electro-mechanical assemblies. On hand knowledge of reviewing procedures for estimating cost for manufacturing. Must be able to read bills of materials, schematics, procedures & spec-s
Proficient in Microsoft Excel
Well organized and able to consistently meet stringent deadlines for quote completion while working with minimal supervision
Ability to follow instructions and execute on assigned duties while working multiple customer quotes. Work with minimum supervision
Perform effectively and efficiently under pressure in a dynamic, fast paced working environment
Able to follow instructions and execute on assigned duties
Good judgment with the ability to make timely and sound decisions
Collaborative team member, self-starter & motivated
Website searches, including analysis using NPI stock

Client Care Professional Resume Examples & Samples

You will be lead service professional on behalf of customers and sales. This may include leading conference calls, webinars, qbr reviews
You will be engaging internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of the customers’ products. This position is expected to handle complex customer work
You may make suggestions to customers regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company
You will be expected to provide quality review on your own and for other client care support/associates/professionals to ensure all information is accounted for and accurate before commencement of production
You will ensure job instructions are verified and change notices processed (including pricing and quotes) in the various manufacturing systems
You will lead the Corrective Action process on behalf of sales/customer which includes investigative root cause and actionable improvements. You may make recommendations to management on appropriate response to issues that are in the best interest of the customer and the company
You are expected to verify composition or perform copy prep, as needed for order processing purposes
You will be responsible for coordinating corrections and/or changes that occur during work-in process through written and/or verbal instructions
You will be expected to lead efforts to provide process documentation, workflows and job aids for internal and external purposes
You may be expected to train and mentor other Client Care positions
You must be able to manage daily contact with internal and external customers while completing daily work assignments

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