The key responsibilities of the role include:

Note the hours on this role will be Mon, Wed, Thurs and Friday 9am-5:30pm and Saturday 7am-3:30pm. This position has Tuesday and Sundays off.

Under direct supervision, responsible for following established guidelines and identifying and resolving problems and servicing clients and partners both on the telephone and through email. Provide in-depth information regarding online enrollment features, maintenance and technical issues related to the bank's products and services.

Must have the ability to troubleshoot and assist clients with various online capabilities as well as communicating proper documentation to be sent in for various inquiries. Accountable for regular reporting or process administration. May direct day-to-day work of junior level.

• Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.
• Follow communication scripts when handling different topics and resolves client/partner inquiries the same day, if not during call.
• Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.
• Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.
• Seize opportunities to upsell products when they arise.
• Send out appropriate email response, complete emails according to schedule.
• Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.
• Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
• Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.
• Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.
• Expected to use some initiative but refer more complex problems to supervisors/experts.
• Works effectively as a team member but also independently.
• Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.
• Working towards becoming proficient in all area

• Prior phone intensive customer service experience desired
• Bilingual Spanish/English

• Medical, Dental, Vision Coverage
• Health and Dependent Care Flexible Spending Accounts
• Commuter Transportation Management Accounts (CTMA)
• Non-Contributory Life, Contributory Life, and Dependent Life Insurance
• 24 hour Accident Insurance
• Long Term Disability (Buy-up Plan)
• Business Travel Accident Insurance
• Short Term Disability
• Long Term Disability (Core Plan)
• Thrift-Incentive Plan (TIP) 401(k) – Company Match
• Pension Plan

We have guided the world’s most successful individuals, families and institutions since 1889. Since our roots as a trust bank, we’ve grown to a global presence with more than 22,000 employees in more than 20 countries across five core business units.