A Client Advocacy Partner Support Research Specialist is passionate about ensuring a positive client experience. This individual conveys genuine compassion, empathy, and respect for both clients and teammates. The role requires being results-driven, enthusiastic, and creative. The specialist is empowered to solve problems accurately, aiming for a first call resolution and ensuring an effortless experience for clients.

This vital position impacts millions of clients annually and involves using various software tools to navigate client accounts, research, and communicate effective solutions while adhering to bank policies and procedures.

The specialist remains familiar with standard concepts, practices, procedures, and systems within the assigned functional areas. Interactions are expected with front-line and back-office teammates, Operations, Function and Process owners, Client Advocacy Management teams, as well as Senior and Executive Leaders for their assigned functional areas.

The Client Advocacy Partner Support Research Specialist provides comprehensive service for client escalations, which are elevated from Client Advocacy Escalation and Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline, or on behalf of the Executive Leadership.

Key Functions:

Deliver exceptional client service and a distinctive client experience.
Handle escalated research from various sources within established time-frames.
Support client inquiries regarding Health Savings accounts.
Support email escalations through company platforms.
Research and report Elder Abuse Cases submitted from the Contact Center.
Complete contingency callbacks for Contact Center escalations.
Review, research, and respond to letters submitted to the Client Advocacy Partner Support mailing address.
Perform research on escalated issues related to losses within the Contact Center.
Accurately document coaching opportunities and provide feedback to management.
Ensure timely review and responses to feedback from clients participating in the Voice of the Client survey program.
Provide support for credit card product and related issues.
Accurately address all client questions and concerns with minimal client effort.
Ensure the security of client information by performing appropriately defined client authentication for each call received.
Log each complaint with detailed explanations of the issue and the resolution in various databases for tracking, trending, and coaching purposes.
Resolve moderately complex bank operational problems within guidelines and policies.
Maintain required performance standards and expectations (e.g., quality, attendance, promptness).
Embrace ongoing personal and professional growth and development.

Additional Functions:

Assist in the identification of revenue blockers and in the simplification, centralization, and/or elimination of processes affecting revenues.
Identify and correct bank errors and escalate regulatory concerns.
Communicate with internal and external clients and third-parties via various channels to facilitate issue resolution.
Utilize a consultative approach to resolve client issues through educating clients about bank products and services.
Utilize resources to resolve complex issues independently with minimum oversight.

Qualifications:

Required:

Associates Degree or equivalent education and related training.
One year of experience as a Client Advocacy Escalations & Solutions Specialist or two years of Contact Center Care Specialist experience with demonstrated high-quality job performance.
Excellent client service skills.
Consistent success in effective problem resolution.
Ability to prioritize and organize tasks to meet deadlines.
Ability to multi-task in a high-volume, fast-paced environment.
Strong decision-making skills.
Effective listening skills.
Excellent verbal and written communication skills.
Proficiency in attention to detail with accurate information processing.
Strong leadership qualities and excellent interpersonal skills.
Creative thinker and problem solver.
Action-oriented and self-disciplined.
Ability to maintain composure and professionalism in highly emotional situations.
Ability to develop and maintain excellent client relations.
Operational experience supporting collaboration with other business units managing complaint handling.
Proficiency in basic computer applications, such as Microsoft Office.
Fluent in the English language.

Preferred:

Skills in multiple areas (e.g., Care, Digital, Loans, Fraud, Business Care, Credit Card, Business Credit Card, etc.).
Three years of experience in a retail lending-related role in the financial services industry.
Fluent in the Spanish language.