Location: United States
Work arrangement: Hybrid / Remote
Work type: Full-time
Compensation: $52000 – $80000 annual
Location: Hybrid / Remote (on specific places) United States
Hours: Work hours 10:00 AM to 7:00 PM ET, 8:00 AM to 5:00 PM ET during training.
Hybrid Requirement: If the selected candidate resides near a bank office location (non-branch), they are expected to work on-site 2 days per week.
Remote: if the selected candidate resides outside the bank's footprint they will be remote.
Job Brief
The Senior Client Service Specialist is responsible for handling the complex servicing needs of the bank's commercial card program clients. They will handle various client request types or concerns to include conversations with the client, internal partners and/or vendors ensuring a best in class service experience. Perform account maintenance, program website customization, transaction research, and support complex integration efforts.
ESSENTIAL JOB FUNCTIONS
Support card program inquiries from clients, internal teams, and vendor partners. Perform account maintenance with attention to accuracy and achievement within Service Level Agreements (SLA). Assist with simultaneous product integration projects that may include a client training aspect. Effectively resolve client escalations determining root cause and reporting issues to manager to prevent future issues. Provide process improvement guidance to enhance efficiencies to leadership. Facilitate website portal training and customization options/needs. Safe handling and security of sensitive client data.
Work Experience
Minimum Five years in financial services or banking, or fintech experience
Minimum 2 years in commercial card (with Commercial card platform or product experience)
Minimum of 1 year experience relationship or client management, or similar
Minimum 2 year customer service or customer facing experience
Skills
Process improvement and operational efficiency
Product management or product support
Vendor relationship and performance management (preferred)
Issuer processing systems (TSYS, Fiserv, DXC) (preferred)
Financial services and fintech operations
API, ERP, and CRM systems knowledge (preferred)
File transmission and file feed management (preferred)
Client escalation management
Critical thinking and problem solving
Written and verbal communication
Organizational, prioritization, and time management
Cross functional collaboration and stakeholder management
Influence and change management
Microsoft Office and PC application proficiency
This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United States on a full time basis.
Compensation: $52000 – $80000 annual