The Business Client Services Senior Specialist provides enhanced support of Business & Treasury Management products/services and escalated client service to large Business clients from all markets including Business, Municipal Banking and Treasury Management. They are a center of expertise and mentor for Business Client Services Specialists by guiding team members in delivering outstanding client service and in the development & retention of client relationships.
REQUIRED KNOWLEDGE AND SKILLS
High school diploma or equivalent required
Bachelor's degree preferred
3 - 5 Years experience in function
5 - 7 Years experience in industry
Must be able to demonstrate progressive responsibility and results in the servicing of large Business and/or Municipal Banking clients.
Proficiency of technology skills utilized to support Treasury Management products and services; Advanced knowledge of the Microsoft Office product suite, especially Excel.
Expert knowledge of Business/Commercial and Treasury Management products & services.
Proven Client Service Experience showing inner motivation to consistently respond to issues in an accurate, timely, courteous and creative manner ensuring client retention.
Knowledge of legal agreements, compliance and risk management.
Proven ability to consistently make independent decisions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide enhanced and escalated client support by responding to incoming contacts from large and sensitive Business, Municipal Banking, and Treasury Management clients.
Guide team in meeting department Service Levels and minimizing client wait times through proper time management by adhering to scheduled shift start/end times, lunch/break duration and personal time allowance.
Collaborate with the Treasury Management Sales and eBanking Operations teams to follow up on new client setups and maintenance requests.
Provide outbound training and technical support for new users and continuing education for existing users with regard to Business eBanking, ACH Origination, Wire Transfer, Remote Deposit, etc.
Ensure quality tracking of client interactions and feedback through proper use of the client contact tracking system.
Be the direct backup and support for Business Client Services management and the Enhanced Support team.
Guide Enhanced Support team members in the execution of assigned tasks, ensuring the quality of their client services is of maximum satisfaction to our large and sensitive clients.
Assist BCS Enhanced Support Supervisor in the creation, implementation, and execution of all initiatives impacting our large and sensitive clients.
Give and report feedback regarding performance of Enhanced Support team members.
Be a core resource for and provide feedback to Enhanced Support team members.
Collaborate with Business Client Services management and Quality Assurance to ensure all department training, procedures, and processes are aligned with the Mission and Core Values of our organization.
Create training material and conduct training for all new Business Client Services Specialists.
Consistently make independent decisions.
Lead by example through consistent delivery of outstanding client service, and focus on the development and retention of large and sensitive client relationships.
As a Chemical Banker, you will join other professionals who share our community banking philosophy of making a positive impact where we live, work and play. You will be a part of a growing community bank that believes in the dreams of its customers and employees alike. With Chemical Bank, you will make a difference in your community while enjoying excellent benefits and top career opportunities. Visit our Careers Page for more information.