Customer Care Specialist IV

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Comprehend the financial needs of customers and deliver suitable solutions, advice, support, and/or recommendations regarding intricate financial products and services.

• Offer specialized assistance to customers and partners for complex transactions, activities, and product feature advice.

• Deliver outstanding inbound and/or outbound sales and service support for financial products and services of moderate to high complexity.

• Serve as an expert in the sales process and product knowledge for both customers and internal partners.

• Recognize complex issues, devise suitable solutions, and escalate when necessary.

• Collaborate with other teams to align resources and efforts towards common goals.

• Provide courteous, efficient, and professional customer service, managing inquiries, sales, and issues in a timely manner.

• Engage with customers and partners to understand their current and future product, sales, and service requirements.

• Provide advanced business-area advice and guidance.

• Resolve customer and partner issues effectively on the first attempt, escalating when necessary.

• Identify cross-selling opportunities and refer customers and partners to internal Bank stakeholders.

• Attract, acquire, and maintain customers, sales opportunities, and referrals to encourage business growth.

• Promote the comprehensive range of products, sales, services, and banking capabilities.

• Accurately complete business processes and support operational excellence.

• Identify and manage risks, escalate non-standard or high-risk transactions and activities, ensuring compliance with regulations.

• Participate in process improvement initiatives, due diligence, knowledge transfer, cross-training, and team development.

• Stay informed about emerging trends, tools, techniques, and regulatory requirements.

• Foster a positive, diverse, equitable, and collaborative workplace environment.

• Act as a brand ambassador for the business area and the bank.

⛳️ Requirements

• Minimum of 3 years of relevant experience required.

• Extensive knowledge of the cash management industry, including systems, products, and services.

• Demonstrated customer service skills, with a focus on identifying and addressing client concerns.

• Proven ability to meet and exceed customer expectations and convey technical information to non-technical users.

• Proven capability to manage multiple tasks in a high-paced environment.

• Strong organizational and analytical skills with keen attention to detail.

• Proficient PC skills, including familiarity with Windows and the ability to operate standard office equipment.

• Effective verbal and written communication abilities.

• Capacity to serve as a resource for CM Customer Care Specialist I, II, and III.

• Undergraduate degree preferred.

• Generally requires specific formal certifications at this level of expertise.

• Ability to manage sensitive customer information responsibly.

• Capability to identify and mitigate risks while adhering to Bank and industry Code of Conduct.

• Ability to read, write, and comprehend instructions effectively.

• Competence in performing basic arithmetic operations.

🏝️ Benefits

• Health and well-being benefits.

• Savings and retirement programs.

• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Opportunities for career development.

• Recognition and rewards programs.

• Regular discussions regarding career, development, and performance.

• Access to an online learning platform.

• Mentoring programs available.

• Comprehensive training and onboarding sessions.

• Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards.

• Occasional domestic travel.