This global financial services company launched a separate digital bank that runs on totally different back end technology, using different call center agents that pick up if a client has a question and they are finding that there are many client aspects that need support (customer complaints, approving exceptions, operational type of things)
The ideal candidate for this role will have dealt with servicing tasks from a bank branch or operational functions that the branches rely on for support, and they are looking for someone who can help with those needs. Ex of issues to resolve) exception reports, familiarity with bank operations, write a bank procedures, find ways to make things more streamlined or automated.
This person will be an analyst/manager writing formal written responses, using a ticketing system vendor to manage customer requests, facilitate through ticketing system, and then call the customer for resolution. Specific issues: Responding to customer complaints, fraud issues, frozen accounts, money transfers. Coordinate responses back to customers, knowing which teams to involve to respond accurately.
- 3+ years of experience in Financial Services operations
- Experience resolving customer issues at a bank
- Risk management reports
- Deposits operations experience (back office operations focused on customer issues)
- Ability to navigate banking systems (FIS software, Fiserv, etc).
- Knowledge of how money moves and how ACH works
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.