Client Help Desk and Service Associate

01/12/2023
Jericho, NY
Full Time
BS
Information Technology

Job Description

SUMMARY
Act as the first level of escalation support regarding resolution of client service issues with bank technology. Take ownership of issues and engage internal subject matter experts to ensure clients expectations are met. Engage manager on unresolved matter in a timely manner.

RESPONSIBILITIES:
• Engagement with Bank subject matter and product experts to learn product features and functionality.
• Analyze client concerns and work with other Teams as needed to provide immediate and efficient resolution
• Interact and collaborate effectively with Bank’s RMs and other Teams, including Retail, Operations and Lending Groups
• Keep Manager apprised of all significant client matters, concerns, issues, etc. to ensure timely and appropriate resolution
• Participate in client video calls / demos of Bank’s specialized products and services including systemic LOC functionality
• Provide outstanding and timely service and ensure client satisfaction
• Timely follow-up with clients, providing resolution to inquiries or concerns
• Manage and prioritize multiple client’s inquiries via inbound emails and phone calls
• Prepare summary reporting of client service issues and their ultimate resolution.

QUALIFICATIONS
• 1-2 years of experience Commercial Banking systems and branch operations
• Verifiable experience working on a technical helpdesk and client issue resolution role
• Ability to demonstrate bank product features and functionality to new clients and prospects of the bank requesting such demonstrations.
• Proficient in Fiserv core banking systems and / or the ability to learn several key banking systems in a rapid fashion.
• Ability to work directly with clients, demonstrating empathy
• Salesforce and nCino systems proficiency a plus.

Additional Details

Experience: 0-2 years