Position Summary:
In this position, you will work in a dynamic, professional, client service-oriented environment with large enterprise financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.
Key Responsibilities:
- Effectively organize and present information to Subject Matter Experts.
- Answers incoming client inquiries, primarily phone calls – At least 70% of time on average.
- Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
- Attain an advanced knowledge of all products within a designated domain.
- Under general supervision, troubleshoot, diagnose and resolve moderately complex functional technical and/or operational problems.
- Utilize the tools and systems provided to complete assigned responsibilities.
- Works primarily within direct Client Services team. Interacts and works in partnership with other provided contacts.
Required Education & Experience:
- Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.
- Leadership: Ability to influence clients effectively while troubleshooting.
- Result Orientation: Ability to organize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
- Technical Knowledge: Ability to use summarization and simplification tech
- Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case).
- Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case).
- Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.
- Industry Knowledge: Basic understanding of the banking/financial services industry.
- High School Diploma AND
- Min of 2 years of equivalent combination of education and experience