Association Services Commercial Specialist II

Job Title

Provide the perfect client experience to external clients (e.g. management companies, associations and homeowners) and internal business units. Work as a Client Services team member to ensure service standards are met for the client in a non-facing environment. Assist with general banking inquiries, processing of financial service requests and provide client problem resolution while adhering to Bank policies and procedures. Handle incoming and outgoing telephone calls and emails in a professional and courteous manner.

Essential Duties and Responsibilities

• Process a high volume of service requests according to ASD procedures and processes (Ex. Open and close accounts, account maintenance, issue official checks, wire transfers, statement and lockbox research).
• Provide support to the Association Services Relationship Sales Managers and management team.
• Handle a high volume of incoming and outgoing calls, e-mails and faxes. Assist in Switchboard when needed.
• Perform specialized operational functions (e.g. daily overdrafts, exception items, online banking, treasury management implementation, commercial analysis, foreign item processing, credit cards, inactivate letters, fraud, audit, Certificate of Deposit Account Registry Service (CDARs), Insured Cash Sweep (ICS) products, branch capture).
• Develop a high-level understanding of on-boarding new clients, Automated Clearing House (ACH), Coupon Services, Payment Remittance Processing, Web Vault and PLUS applications to assist with client inquires.
• Serve as a mentor to less experienced teammates.
• Professionally and independently address client complaints and offer solutions. Escalate to supervisor, when needed, while adhering to the Bank's complaint monitoring process.
• Ensure confidentiality of client information and minimize risk by following Bank's authentication process, Code of Ethics and other related policies. Maintain ethical behavior at all times.

Qualifications

Required Qualifications:

• High School diploma or equivalent
• Three (3) years of client service and operational experience in financial industry
• Strong verbal and written communication skills
• Detailed-oriented with the ability to multi-task
• Effective listening and problem-solving skills
• Demonstrated proficiency in basic computer applications such as Microsoft Office, Word
• Proven interpersonal relationship characteristics

Preferred Qualifications:

• Associate's degree
• Bilingual