Manager supporting the development and execution of strategic initiatives for client services at Bank of America. Engaging with stakeholders to improve operations and processes for optimal client experiences.
About the role
- Client Support Manager at U.S. Bank establishing relationships with business accounts. Resolving inquiries and promoting electronic solutions for operational efficiency.
Responsibilities
- Establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers.
- Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction.
- Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions.
- Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics.
- Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates.
- Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery.
- Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.
Requirements
- High school diploma or equivalent
- Typically five or more years of customer service experience
- Effective verbal, written, and interpersonal communication skills
- Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
- Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
- Thorough knowledge of all relevant operational processes and procedures and company products and services
- Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
- Ability to perform interest calculations and account adjustments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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