Account Services Associate Specialist - Contract - TalentBurst, Inc.
Canton, MA
About the Job
Account Services Associate Specialist
Canton, MA - must be onsite 5 days a week
7+ Month
Onsite
Job Summary:
Provides administrative processes support for routine "back office” tasks such as client support processing, researching customer deposit and loan-related questions/problems, and performing miscellaneous customer and account maintenance as defined by client specific procedures. Routine decision-making is tightly defined, with greater latitude at higher job levels, all the while focused on efficient processing of high-volume transaction-oriented assignments.
Additional Skills:
A high school diploma or GED is required for this role.
General Knowledge, Skills & Abilities:
Canton, MA - must be onsite 5 days a week
7+ Month
Onsite
Job Summary:
Provides administrative processes support for routine "back office” tasks such as client support processing, researching customer deposit and loan-related questions/problems, and performing miscellaneous customer and account maintenance as defined by client specific procedures. Routine decision-making is tightly defined, with greater latitude at higher job levels, all the while focused on efficient processing of high-volume transaction-oriented assignments.
Additional Skills:
- Highly-skilled with extensive proficiency.
- Plays a lead role in customer escalations.
- Questions and issues often deviate from standard scripts and procedures.
- Handles situations which require adaptation of response or extensive research.
- Manages and escalates problem tickets in the problem ticket system.
- Leads conference calls with clients, formulating meeting agenda and following up on issues or questions arising from the meeting.
- Identifies and recommends changes to procedures.
- Completes service level reporting.
- May assist in scheduling, delegating duties to team members, including time tracking administration.
- Works on assignments that are moderately difficult, requiring judgment in resolving issues or making recommendations. Requires advanced problem solving.
- Coaches and shares information with Account Services Specialists with less experience and/or expertise.
- Works under general supervision with latitude for independent judgment.
- Typically requires four or more years of experience in a call center or customer service-related position in a service industry with at least one year in a senior level position. One or more years of financial services experience is preferable.
- Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.
- Performs customer and account maintenance per reports, client workflow solution, postal mail, or by direct instruction from immediate supervisor.
- Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.
- Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group's escalation guidelines.
- Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.
- Assists in tracking, compiling, and completing reports as assigned.
- Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.
- May mentor and guide more junior Account Services Specialists and/or proactively assist in production issues and questions.
- Maintains up-to-date procedure manuals and writes drafts for changes to procedures.
- May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.
- Performs other related duties as assigned.
A high school diploma or GED is required for this role.
General Knowledge, Skills & Abilities:
- Knowledge of banking principles, operations and processes
- Strong PC skills with basic knowledge of Microsoft Office applications
- Detail-oriented and customer-driven, focusing on providing the highest quality products and services to *** internal and external clients
- Excellent data entry skill
- Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
- Excellent verbal and written communication skills
- Effective analytical, problem-solving, team, and time management skills
- Ability to work independently on problem tickets within the client problem ticket solution
- Ability to maintain confidentiality and carry out assignments that are sensitive in nature
- Ability to work both independently and in a team environment
Source : TalentBurst, Inc.
