What are the responsibilities and job description for the Customer Service Banking Representative (Client Onboarding & Migration Specialist: In-office) position at Mphasis?
Job description:
**Role is 100% in-office**
Who are we looking for?
Roles will be focused on a very high level of Customer Support by helping in creation of account, migrating data from one platform to another, facilitate collection of documentations, triaging and back-office coordination in a well-known bank. Analyst will be responsible for supporting Client Service Transfer and process the request per defined bank guidelines and mandates. Ability to work in a team environment, highly goal oriented with excellent verbal and written communication and interact with internal stakeholders to identify and resolve any issues/ dependencies and track the activity to closure
Experience: 5 years of experience as a Junior Banker/Relationship Specialist or a thorough Call Center Professional having interacted and catered to high-net-worth client.
Work schedule will start between the hours of 3AM - 7AM CST. Start times are based on business needs, and we’re looking for candidates who can be flexible. Shifts may begin anytime between 3 AM and 7 AM, with most of the demand currently for earlier start times. Schedules are assigned based on the workload in each region.
Training Schedule: Training will start between 5AM - 9AM CST.
Functional Skills:
- Play the role of a Relationship Specialist
- High-touch relationship management
- Create client conversation scripts, criteria and supplemental materials
- Perform client outreach (calls, email, meetings), coordination, and associated reporting and tracking
- Perform migration data entry for manual conversions including client entitlement set up and support
- Interact with Bank and clients to facilitate collection of documentation.
- Provide Level 1 triage and help desk coordination and post conversion support.
- Track surge support weekly and forecast monthly to help you determine ongoing surge support needs
- Provide information for client training team to create materials.
- Effectively utilize resources and make decisions based on sound business judgement
Technical / Non-Technical Skills:
- Thorough knowledge and understanding of Banking and Financial Industry
- Exhibit critical thinking and a higher degree of negotiation and dispute resolution skills
- Demonstrate ability to simplify and communicate complex technical procedures
- Hands on approach mindset.
- Provide White Glove Service
- Strong English Speaking skills.
- Need strong analytical skills and ability to think laterally
- Attention to detail and proactive
- Strong communication and interpersonal skills (Written and Verbal)
- Effectively collaborates and communicates with to ensure client satisfaction
- Detail oriented, while still providing reliable and consistent results. Dependable problem-solving skills.
- Having any experience in migration activities will be preferred.
Who are we?
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.