Service Rep I TM

• Serves as primary contact for clients and various units in the research and resolution of problems and inquiries. Consistently exercises discretion and judgment when interacting with clients to determine present and future needs and discuss progress toward solutions. Ensures client satisfaction.
• Acts as liaison between client and other Bank units to resolve problems and comply with client requests.
• Coordinates with clients, account officers and appropriate departments to ensure that clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.
• Prepares monthly and quarterly management reports, utilizing various PC software including spreadsheet, database, analytical and graphics software packages and completes other spreadsheet analytical and research projects as assigned.
• Maintains a proactive commitment to established Bank programs, such as CustomerFirst, Community Reinvestment Act (CRA) and Equal Employment Opportunity.
• Facilitate and deliver virtual training conference calls and/or workshops.
• Provide feedback and collaborate with subject matter experts to understand new product offerings and/or enhancements.
• Provide feedback and collaborate with subject matter experts to ensure training materials and methodology are up-to-date and relevant, to guarantee a positive and seamless client experience.

Must-Have*

• Minimum 1 year experience in customer service operations in a banking environment required.
• Minimum 1 year with direct client contact required
• Minimum 1 year experience with MS office applications

Skills and Knowledge

• Strong analytical, organizational and problem solving skills.
• Strong PC skills including spreadsheet and database manipulation required.
• Strong verbal and written communication skills.
• Experience in Cash Management/Treasury Management preferred
• Experience in a customer service call center/service center preferred
• Strong leadership skills
• Strong interpersonal skills
• Strong Analytical, organizational and problem solving skills
• Strong PC skills including database and spreadsheet manipulation
• Strong verbal and written communication skills
• Able to monitor call queues and pending work queues
• Ability to interface in an effective and professional manner with colleagues, clients and business partners
• Good knowledge of banking operations and procedures