Job Description:

Specialized Servicing & Fulfillment Operations (SSFO) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. SSFO uses a call center/contact center structure to engage with external clients and Financial Centers all over the country.

Within SSFO, teams of Senior Customer Service Specialists directly interacts with clients, estate beneficiaries and executors to deliver seamless client care during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills, bank documents/forms and applicable state laws.

During every phone interaction, a Senior Customer Service Specialist:
• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra compassion, patience, kindness and sensitivity needed during this difficult life event
• Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy, compassion and demonstrates ownership of the client’s servicing request(s) 
• Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems 
• Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest
• Maintains adherence to service level agreements and all laws, rules and regulations

• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy & Compassion)
• Interpersonal verbal communication skills that build rapport and trust demonstrate confidence and ownership, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
• Interpersonal written communication skills to accurately document activity in proper business writing 
• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Ability to leverage multiple software applications to execute an intricate process
• Ability to remain current with iterative software and process updates 

Understands this is a call center environment with a high frequency of call volume

Experience required
• 1 years of experience working with clients and handling difficult client situations in a service setting such as banking, call center or financial center, etc. 
• 1-2 years of experience in the Banking/Financial Industry
• Basic understanding of banking products and operations

• Basic understanding of estate settlement 
• Prior experience working in an estate settlement capacity, or previous paralegal experience
• Communication strategies for clarifying information or de-escalating a situation

Shift:

Hours Per Week: