Sr. Enhanced Support Specialist

Chemical Bank Troy , MI 48007

Posted 11 months ago

JOB SUMMARY

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.

COMPANY OVERVIEW

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.


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Sr. Enhanced Support Specialist

Chemical Bank