Customer Service Associate

Job Description

Customer Service Associate | New York, NY or Aventura, FL

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About Safra National Bank of New York

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Safra National Bank of New York ("Safra National") is a nationally chartered U.S. Bank supervised by the Office of the Comptroller of the Currency and member of the Federal Reserve and the Federal Deposit Insurance Corporation (“FDIC”). Headquartered in New York, with branches in Florida, California and Massachusetts, representative offices in Brazil, Chile, Mexico and Panama, Safra National is a leading private bank with a devoted team of relationship managers serving many sophisticated U.S. and international high net worth clients.

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Description of the position:

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Safra National Bank is seeking an excellent Customer Services Specialist who will be responsible for serving internal and external clients through different channels and contact points. The Customer Service Specialist services both internal and external clientele. This role is dedicated to providing white glove service and partnering with the Account Officers, Operations and many other departments to ensure client satisfaction.

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Responsibilities:

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• Support client channels and contact points: phone (0800+Int), email, virtual chat system, WhatsApp/TXT-SMS, fax, letters.
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• Track incoming requests on the ticketing system and resolve, route, and escalate as needed.
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• Maintain procedures and reference guides on how to troubleshoot and assist clients.
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• Ensure new employees are properly trained in all systems and procedures.
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• Core Functions – Level 1 Support:
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Credit and Debit Cards

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Block/Lock cards and Travel Memo

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Report lost card and/or Fraud

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Zelle & Bill Payment

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Accounts Transfers

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Internal Transfers and SafraLink Wires

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Details on recent transactions and activity

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SafraLink: user access support (Password, Token, Enrollment, general support)

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Client/customer Complaints

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Respond to any all-general inquiries and research pending requests

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Customer Service team, will perform initial call/case screening, Level 1 troubleshooting and resolution, or escalating to Level 2 (or 3), and continue to follow the ticket until case is closed

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Desired Skills/Experience:

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• BA/BS degree or relevant job experience. 2+ years or more preferred.
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• Excellent customer service skills and friendly demeanor to ensure positive experience for the client and internal account officers.
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• Ability to showcase and demo platforms to new clients / account officers
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• Ability to work weekdays and some weekends.
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• Thorough knowledge of banking and banking products.
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• The ability to multi-task and demonstrate excellent problem-solving skills
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• Thorough knowledge of banking and banking products
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• The ability to multi-task and exude excellent problem-solving skills
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• Fluency in Spanish or Portuguese.
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Safra National Bank of New York is an Equal Employment Opportunity