Client Service Support Specialist

You are a strategic thinker passionate about driving solutions. You have found the right team.

As a Client Service Support Specialist in our Wealth Management team, you will be responsible for providing support to client service teams, managers, and clients. You will work in a complex, team-oriented, and fast-paced environment with advisors, client service, product partners, and operations teams to deliver a seamless and integrated approach across Private Banking products. Your daily responsibilities will include responding to incoming emails from clients and internal partners, working with various areas of the bank for client resolution, opening and monitoring cases, and following up on requests.

Job Responsibilities:

• Understand client issues, be responsible for resolving the issue with limited follow-up to clients and be accountable for client satisfaction through the ownership of the problem
• Must be able to efficiently utilize technology to capture and fulfil client’s requests in appropriate systems.
• Expected to work independently with supervision and escalate issues as necessary to resolve client requests in a timely manner
• Resolving issues by identifying underlying or hidden problems and patterns; Developing innovative solutions to problems
• Maintaining Client Service high standards consistently meet client requests; providing and ensuring client satisfaction
• Collaborate using business knowledge; technical skill and partnership across Wealth Management to solve client problems and enhance business results
• Deliver clear, consistent messages to others via email or the phone. Must have a strong ability to communicate via email with clients and internal partners
• Research and benchmark to best business practices, collate and analyze data, provide business recommendations, and manage stakeholders
• Adhere to and maintain the firm’s controls policies and procedures as well as protecting client assets against potential fraud activities
• Effectively collaborate with respective client facing teams and internal business groups to deliver and execute client transactions          

Required qualifications, capabilities and skills:

• You must have a bachelor's degree or above 
• You must have at least 2+ years of Experience with a wide array of financial products. Core Payment Processing experience is a must.    
• Excellent communication skills both oral and written
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) 
• Expert knowledge with Microsoft Outlook email, scheduling and task manager 
• General comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
• Serving clients and delivering exceptional client service must appeal to you
• Project a confident and professional presence to our clients, other bank departments and the community 
• Ability to follow all established policies, procedures and practices