OTHER JOBS - MARKETING, HR & MORE

Client Outreach Specialist

The Client Outreach Specialist is responsible for working with the Client Experience and Enterprise Client Response teams to research and resolve client complaints and feedback received through various channels including but not limited to Survey feedback, oral complaints, secure messages, social media and WMAs. The Client Outreach Specialist will facilitate problem resolution and perform direct outreach to clients while working collaboratively with the appropriate departments. Essential Functions List the essential functions beginning with the five (5) most important functions of the job. The job should have a minimum of five (5) essential functions, but no more than 15. Essential Function (in order of importance) Provide suggestions to improve Client Solutions Relationship Representatives' (CSR) individual performance as well as departmental procedural improvements by processing L&DOs to the CSR and their managers. Ensure remain compliant based on internal procedures and regulatory guidelines Research root causes of complaints and feedback, identify problems, and suggest solutions accordingly Thoroughly document client contact status and resolution notes in various systems. Identify outdated/incorrect policies and procedures and Make recommendations for procedure/policy/communication changes. Knowledge, Skills, And Abilities Requirements Must demonstrate strong commitment to customer service excellence Must demonstrate organizational knowledge and good judgment Must have excellent written and verbal communication skills Must be able to react quickly in a fast paced, changing environment Must be self-motivated and able to work independently Must be detailed oriented and organized Must use rigorous problem-solving skills to solve difficult problems with effective solutions Must exhibit excellent listening skills Must be able to relate well to all kinds of people and build constructive relationships Must be able to work in a team environment. Must possess excellent decision making skills Training and Experience Two (2) to four (4) years of call center and customer service experience required Experience in financial services required Microsoft Office Suite experience preferred Top three critical skillsets or technologies needed: Skill #1: Consumer complaint review/response/management Skill #2: Client research/resolution (contact center background) Skill #3: IBS - Banking System; ClientConnect - Client Rltshp Management Tool

The Client Outreach Specialist is responsible for working with the Client Experience and Enterprise Client Response teams to research and resolve client complaints and feedback received through various channels including but not limited to Survey feedback, oral complaints, secure messages, social media and WMAs. The Client Outreach Specialist will facilitate problem resolution and perform direct outreach to clients while working collaboratively with the appropriate departments. Essential Functions List the essential functions beginning with the five (5) most important functions of the job. The job should have a minimum of five (5) essential functions, but no more than 15. Essential Function (in order of importance) Provide suggestions to improve Client Solutions Relationship Representatives' (CSR) individual performance as well as departmental procedural improvements by processing L&DOs to the CSR and their managers. Ensure remain compliant based on internal procedures and regulatory guidelines Research root causes of complaints and feedback, identify problems, and suggest solutions accordingly Thoroughly document client contact status and resolution notes in various systems. Identify outdated/incorrect policies and procedures and Make recommendations for procedure/policy/communication changes. Knowledge, Skills, And Abilities Requirements Must demonstrate strong commitment to customer service excellence Must demonstrate organizational knowledge and good judgment Must have excellent written and verbal communication skills Must be able to react quickly in a fast paced, changing environment Must be self-motivated and able to work independently Must be detailed oriented and organized Must use rigorous problem-solving skills to solve difficult problems with effective solutions Must exhibit excellent listening skills Must be able to relate well to all kinds of people and build constructive relationships Must be able to work in a team environment. Must possess excellent decision making skills Training and Experience Two (2) to four (4) years of call center and customer service experience required Experience in financial services required Microsoft Office Suite experience preferred Top three critical skillsets or technologies needed: Skill #1: Consumer complaint review/response/management Skill #2: Client research/resolution (contact center background) Skill #3: IBS - Banking System; ClientConnect - Client Rltshp Management Tool