Senior Account Associate
3 weeks ago
Job Summary
Seeking an experienced account professional to join our team as a senior financial services associate. In this role, you will provide exceptional customer service to high-value clients, addressing inquiries and performing account maintenance on deposits and money market accounts.
Responsibilities
- Provides top-notch customer service to clients, serving as a telephonic concierge and primary point of contact for high-value accounts.
- Responds to inquiries and performs account maintenance on deposits and money market accounts.
- Assists clients with initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals.
- Collaborates with internal and external clients, as well as various departments, to resolve outstanding issues and comply with customer requests.
- Follows up on 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 stays informed about new products and services and changes to existing products and services.
- Succesfully 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.
Education Requirements
General knowledge, skills, and abilities required for the role are substantial understanding of the role, applies judgment in decision making, works independently on routine work and receives general instruction on new work.
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