Understand client issues, be responsible for resolving the issue with limited follow-up to clients and be accountable for client satisfaction through the ownership of the problem
Investigating and resolving generic and complex issues
Building knowledge of Private Bank products and services.
Must be able to efficiently utilize technology to capture and fulfil client’s requests in appropriate systems.
Expected to work independently with supervision and escalate issues as necessary to resolve client requests in a timely manner
Resolving issues by identifying underlying or hidden problems and patterns; Developing innovative solutions to problems
Working to consistently meet client requests; providing and ensuring client satisfaction
Using business knowledge; technical skill and partnership across Wealth Management to solve client problems and enhance business results
Delivering clear, consistent messages to others via email or the phone. Must have a strong ability to communicate via email with clients and internal partners
Prioritizing and executing initiatives, tasks and details in an efficient manner
Evaluate risk and impact on the firm and other employees; owning course of action
Efficiently managing multiple projects at the same time and managing priorities effectively
Research and benchmark to best business practices, collate and analyze data, provide business recommendations, and manage stakeholders
Adhere to and maintain the firm’s controls policies and procedures as well as protecting client assets against potential fraud activities
Effectively collaborate with respective client facing teams and internal business groups to deliver and execute client transactions
Qualifications : External
You must have a Bachelor's degree
Must have 2+ years of experience with a wide array of financial products. Core Payment Processing experience is a must.
Excellent communication skills both oral and written
Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines
Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
Expert knowledge with Microsoft Outlook email, scheduling and task manager
General comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
Serving clients and delivering exceptional client service must appeal to you
Maturity in handling situation and ability to deal with conflicts constructively
Project a confident and professional presence to our clients, other bank departments and the community
Ability to follow all established policies, procedures and practices