Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution s high-value customers.
Addresses inquiries and performs account maintenance on deposits and money market accounts.
Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals.
Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries.
Follows up as required to close service tickets and inquiries that were escalated or referred to a different business function.
Interfaces with clients to determine present and future needs and discusses progress toward solutions.
Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs.
Completes banking transactions and identifies opportunities to market bank products to best meet each caller s personal needs.
Maintains a comprehensive knowledge of applicable products and services and keeps informed about new products and services and changes to existing products and services.
Successfully sells, markets, and shares information with new and existing customers to educate them about financial offerings.
Provides referrals to the managing director or relationship manager for new and additional services.
Participates in client loyalty process, providing information and encouraging clients to respond timely to surveys. Participates in follow-up discussions to develop action plans to address concerns.
May participate in business reviews to learn about clients strategic direction as well as gain a good understanding of the products and services offerings.
