Analyze and evaluate internal systems, procedures or processes of a particular business unit. Use established guidelines, strategies, and tools when reviewing data to make common business decisions. Consult with clients experiencing a hardship and work towards a resolution (which may include a loan/line term modification, insurance payment, complaint resolution, etc).

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence following the perfect client experience model.
• Evaluate client’s request or concerns to determine qualifications for assistance or optimal resolution.
• Accurately complete documentation and workflow updates in all required systems.
• Compile written correspondence, if applicable. Provide support to department/staff with non-calling collection/recovery-related activities. Support includes activities such as processing client requests, loan maintenance and required follow-up items.
• Minimize risk by complying with Federal regulations, state laws, Bank policy and Unit procedures. Identify, mitigate or communicate any issues or concerns to appropriate parties.
• Manage assigned tasks and complete with accuracy.
• Leverage multiple systems and business tools to monitor and determine/support appropriate outcomes/actions that may be product specific or supports multiple product types.

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Education or equivalent. 1+ years of customer service or call center experience. Flexibility to adapt to frequently changing processes and procedures.
• Demonstrate proficiency in basic computer applications, such as Microsoft Office software products
• Strong verbal and written communication skills
• Strong critical thinking skills for effective problem identification and resolution in common and more complex situations
• Good interpersonal skills to promote teamwork, but able to work well independently

Preferred Qualifications:

• College/Associate degree or equivalent work experience
• 2+ years of customer service and/or call center experience in a fast paced production environment
• Strong knowledge of Bank applications and products