Treasury Support Service Specialist, Customer Care - Hybrid M-F 9a-6p - Synovus

Job Summary

Responds to telephone, email, internet-based, and chat inquiries from Synovus Treasury customers and/or Treasury team members in a professional, courteous, and respectful manner to ensure customer satisfaction and retention. Resolves inquiries fairly and effectively providing accurate product and service information. Anticipates customer needs and identifies referral opportunities. Takes 100% responsibility for every customer interaction. Exercises good judgment in accordance with current policies and procedures when resolving customer situations. Recognizes potential exceptions and seeks assistance when necessary. Analyzes and resolves customer issues of a complex nature by utilizing problem solving skills and information from multiple computer databases and systems. Assists and provides guidance to less experienced team members.

Job Duties and Responsibilities

* Provides a consultative approach to a variety of inquiries from Treasury clients and team members in a professional, courteous, and respectful manner to ensure customer satisfaction and retention. Greets customers over the phone and establishes a connection. Develops rapport while providing outstanding personalized customer service.

* Serves as a point of contact and information resource assisting customers who use Synovus' treasury products and services including inquiries about products and services, pending requests, discrepancies, statement issues, check, general banking inquiries, password resets, and remote express deposit assistance. Provides issue resolution in a professional and composed manner. Listens carefully to customers to understand the full scope of the inquiry.

* Troubleshoot Treasury product gaps, errors, and issues. Engage product and operations partners as needed. Escalates urgent matters to management and communicates status in a timely manner to customer and partners.

* Utilizes internal systems and programs to document, track, and monitor each call received and processes associated paperwork. Creates detailed documentation to ensure inquires are processed in an accurate and timely manner. Maintains awareness of required customer follow-up, timeliness, and work assignment completion rates. Achieves established work assignment accuracy goals.

* Recognizes and leverages opportunities to increase revenue by deepening customer relationships through referral of Synovus products and services in support of company sales initiatives and to meet customer needs. Explores options with customers to find the best products and services for current and long-term banking needs. Articulates detailed information including product features and benefits.

* Provides training to clients for full competency on treasury solutions.

* Conducts proper servicing and maintenance of accounts for an operational and technical aspect for complex treasury solutions. Provides clear, concise, documentation while achieving the highest level of quality service.

* Identifies opportunities to add efficiency and automation to current processes. Assists, provides guidance and may orient less experienced Specialists. May monitor call productivity, sales tracking, and other reports. May participate in the review of processes and procedures and make recommendations to improve efficiencies.

* Complies with all communications and directives in a timely manner. Communicates with leadership and team members in support of a positive and collaborative team environment. Performs all duties in compliance with policies, processes, regulations and requirements.

* Follows Synovus' Customer Service standards, creating an industry leading customer experience. Demonstrates professionalism in appearance, punctuality, behavior and communications.

* Remains current regarding Synovus policy, product and procedural changes including customer mailings and promotions and incorporates any changes into everyday working procedures. Continuously increases knowledge of products and services offered by Synovus through self-motivation, formal education, seminars and available in-house training.

* Works to exceed customer expectations and quality and productivity standards to support department and company goals and initiatives.

* Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs, and owning the customer experience.

* Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

* High school diploma or equivalent.

Minimum Experience:

* Demonstrated competency as a Customer Care Specialist III or 4 years of Retail Banking or Contact Center related experience.

Required Knowledge, Skills, & Abilities:

* Knowledge of banking transactions and policies and procedures associated with establishing customer accounts

* Proficiency using Synovus Customer Care related programs, systems, and databases

* Thorough knowledge of applicable retail products and services

* Customer service and telephone etiquette skills

* Communications skills including ability to convey information in a receptive manner

* Interpersonal and rapport building skills

* Conflict and problem resolution skills

* Skill navigating comfortably in an ever-changing technical systems environment

* Proficiency using Microsoft Office software products.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled