Address
Form of workClient Service Advisor
Location: Salt Lake City, UT- 84121
Duration: 12+ months
Mostly remote Should be able to go into the office occasionally for meetings etc.
Summary
Serves as the primary contact for service requests and technical support of clients resolving a variety of client operational issues or bank transaction inquiries. Receives requests through various channels and generates resolution by navigating, researching, or escalating the issue typically guided by precedent and/or established procedures. Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution. Provides client information on their financial business needs in timely manner. May also be responsible for influencing client adoption of online tools. Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to.
Essential Functions
Provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to: a general bank request or action; assistance with bank products; and/or technical support.
Formulates responses or implements action under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs.
General/routine inquiries may include, but not limited to the following:
General account and/or product support inquires
User administration inquiries and associated online training
Operational troubleshooting for all products and services
Liaison between client and internal business partners for problem resolution
Fraud monitoring, risk identification/resolution
Assistance on bank products may include, but not limited to the following:
Depository products (DDA, CD, MMA),
Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).
Technical support to clients may include, but not limited to the following:
eConnect – business partner training
QuickBooks navigation and troubleshooting
Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.
Skills
Able to multi-task in a fast-pace and extremely dynamic environment
Capable of understanding client inquiries
Solid written and verbal communication skills with ability to convey information
Desire to learn and develop a full understanding of products, processes, and enhancements
Ability to follow instructions
Able to identify issue, determine resolution, or escalating when appropriate
Capable to act as client advocate and being accountable for "closing the loop”
Strong attention to detail
Able to recognize key operational risks facing clients and the company and escalates
Required Education and Experience
High School Diploma or Equivalency PLUS
2-3 years of professional experience in customer service
3-4 years of overall experience
TB_EN
Location: Salt Lake City, UT- 84121
Duration: 12+ months
Mostly remote Should be able to go into the office occasionally for meetings etc.
Summary
Serves as the primary contact for service requests and technical support of clients resolving a variety of client operational issues or bank transaction inquiries. Receives requests through various channels and generates resolution by navigating, researching, or escalating the issue typically guided by precedent and/or established procedures. Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution. Provides client information on their financial business needs in timely manner. May also be responsible for influencing client adoption of online tools. Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to.
Essential Functions
Provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to: a general bank request or action; assistance with bank products; and/or technical support.
Formulates responses or implements action under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs.
General/routine inquiries may include, but not limited to the following:
General account and/or product support inquires
User administration inquiries and associated online training
Operational troubleshooting for all products and services
Liaison between client and internal business partners for problem resolution
Fraud monitoring, risk identification/resolution
Assistance on bank products may include, but not limited to the following:
Depository products (DDA, CD, MMA),
Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).
Technical support to clients may include, but not limited to the following:
eConnect – business partner training
QuickBooks navigation and troubleshooting
Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.
Skills
Able to multi-task in a fast-pace and extremely dynamic environment
Capable of understanding client inquiries
Solid written and verbal communication skills with ability to convey information
Desire to learn and develop a full understanding of products, processes, and enhancements
Ability to follow instructions
Able to identify issue, determine resolution, or escalating when appropriate
Capable to act as client advocate and being accountable for "closing the loop”
Strong attention to detail
Able to recognize key operational risks facing clients and the company and escalates
Required Education and Experience
High School Diploma or Equivalency PLUS
2-3 years of professional experience in customer service
3-4 years of overall experience
TB_EN
