Client Contact Executive managing client enquiries through multiple channels in a hybrid role. Supporting client service initiatives and handling enquiries professionally.
About the role
- Manage client support team handling complex cash management service inquiries and ensuring client satisfaction. Oversee team performance and enhance platform processes while ensuring compliance.
Responsibilities
- Lead the client support team in resolving complex inquiries related to online cash management services.
- Serve as an escalation point for high-priority client issues, ensuring timely and satisfactory resolution.
- Collaborate with CM Business Analysts and Product Manager to troubleshoot platform issues and implement enhancements.
- Monitor system performance and client usage trends to identify opportunities for improvement.
- Develop and maintain standard operating procedures (SOPs) for client support and platform administration.
- Ensure compliance with internal controls, risk management policies, and regulatory requirements.
- Track and report on key performance indicators (KPIs) related to client satisfaction, issue resolution, and platform adoption.
- Foster a culture of client-centricity, accountability, and continuous improvement.
- Cross-sell Cash Management services and support all functions within the CM Support Center function.
- Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.
Requirements
- 2-4 Years Experience in Financial Institution, Call Center, or Customer Service required
- Supervisory experience preferred
- High School or better
Benefits
- Flexible Work Arrangement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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