What are the responsibilities and job description for the Commercial Operations Specialist – Banking Customer Support position at VSS Group LLC?
Company Description
VSS Group LLC is a boutique consulting firm specializing in Digital Transformation, Core Banking Modernization, and M&A Integration for leading financial institutions across North America. We partner with banks, fintechs, and financial services firms to modernize legacy platforms, streamline operations, and implement end-to-end transformation strategies. Our team brings deep expertise across Payments, Treasury Services, Capital Markets, Private Banking, Commercial Banking, Data Governance, Compliance, Risk, and Automation. At VSS Group, we go beyond advisory to build, implement, and operationalize solutions that drive sustainable change.
Position Summary:
As a successful member of Commercial Operations, you will be asked to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues. Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, they will support the implementation of solutions that will ultimately improve Service Level, decrease operational effort, and increase the overall client experience.
You will also be responsible for (but not limited to) the following:
- Serve Cash management, ACH and Commercial Card customers via request received by telephone, Chat or email.
- Research and train clients on all products offered.
- Independently service both internal and external customers on a wide variety of Commercial Card, ACH & cash management products, services and technical issues through all incoming channels.
- Diagnose, prioritize, resolve and/or escalate all technical, system, or procedural issues.
- Partner with various operational support staff in the reconciliation of client problems while attempting to limit future occurrences.
- Proactively advise management of impending problems or obstacles to meeting service standards.
Qualifications
Candidates must possess excellent verbal/written, time management, ability to multitask, interpersonal skills. The candidate must be goal driven with a desire to productivity goals; including meeting day to day business needs, with advanced problem-solving skills/ability to negotiate through difficult situations.
- 5 Years of customer service and Call Center experience; banking experienced preferred
- Excellent phone communication and listening skills
- Ability to prioritize and manage daily workload
- Ability to multi-task and work independently in a fast-paced work environment
- Computer proficiency and acumen
- Self-motivated attitude with a desire to succeed
- Analytical skills and the ability to recognize trends (Ability to exercise considerable independent judgment and attention to detail)
Education
High School (GED Equivalent), bachelor’s degree preferred.