Customer Service Representative III

*Hybrid Schedule (3 days in office / 2 remote) - Reporting to Miami Lakes, FL The Client Care is open Monday-Friday from 8AM to 7PM (EST) and on Saturdays from 9AM-12PM (EST). Ideal candidate should be available to work any shift during these hours. JOB SUMMARY: This position is responsible for processing customer transactions and researching and resolving customer inquiries with a high level of expertise. A Customer Service Representative III must also maintain productivity and quality scores that are well above minimum standards. ESSENTIAL DUTIES AND RESPONSIBILITIES Offers Service that makes a difference. Serves as an escalation point for customer contacts that may require additional research. Furnishes prompt, efficient and accurate service while servicing loans and/or consumer bank inquiries. Ensures that all clients receive an exceptional level of service by meeting and/or exceeding established guidelines and SLA's. Cross-sells products or refers to appropriate business line to ensure customer needs are met. Maintains positive relationships and rapport with internal and external customers. Demonstrates the ability to service all customers calling BankUnited Reviews customer emails and writes timely and professional responses to their questions or routes them to the appropriate departments. Monitors SLA's of all assigned task to ensure adherence. Assists with clerical tasks as well as fulfillment as needed. Must be able work flexible schedules to ensure suitable skill coverage when required by management. Able to perform a \"One Call Resolution\" and taking initiative in problem solving situations. Serves as a buddy banker as well as peer assisting. Consistently exhibits leadership aspirations. Provides prompt resolution to Business customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs. Develops collaborative partnerships with other business lines within the Bank. Maintains an understanding of all current financial products, policies, procedures, regulations and compliance guidelines and adheres to same. Handles customer queries, special requests and problem resolution. Handles complex calls and provide a timely resolution. Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.). Adheres to Bank policies and procedures and completes required training. Identifies and reports suspicious activity. QUALIFICATIONS Education HS Diploma or equivalent required Experience 4-6 Years of Call Center or Customer Service experience required Retail Banking and Business Products preferred Sales experience preferred Additional Information Candidates residing in locations within BankUnited's footprint may be given preference. #J-18808-Ljbffr bankunitedexternal