Job Description:
Job Description
The National Service & Solutions (NS&S) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. NS&S uses a call center/contact center structure to engage with external clients and Financial Centers all over the country. NS&S is committed to continuous improvement of their processes and skill development for their employees.  Within NS&S, a team of Senior Customer Service Specialists directly interacts with clients, estate beneficiaries and executors to deliver seamless client care during estate settlement processes.  These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws.
During every phone interaction, a Senior Customer Service Specialist:
• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra patience, kindness and sensitivity needed during this difficult life event
• Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust
• Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems
• Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest
• Maintains adherence to service level agreements and all laws, rules and regulations
Minimum Required Skills (Must Have for Further Consideration):
• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
• Interpersonal written communication skills to accurately document activity in proper business writing
• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Ability to leverage multiple software applications to execute an intricate process
• Ability to remain current with iterative software and process updates
Desired Skills (Additional/Preferred Skills):
• 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.
• 1-2 years of experience in the Banking/Financial Industry
• Basic understanding of banking products and operations
• Basic understanding of estate settlement
• Communication strategies for clarifying information or de-escalating a situation
***Multiple Shifts/Schedules Available***
Shift:
1st shift (United States of America)
Hours Per Week:
40
Job Type: Full time