Account Services Specialist

6 Month Contract-to-Hire

Pay rate: 15-25/hr

JOB SUMMARY:

Provides administrative processes support for routine “back office” tasks such as client support processing, researching customer deposit and loan-related questions/problems, and performing miscellaneous customer and account maintenance as defined by client specific procedures. Routine decision-making is tightly defined, with greater latitude at higher job levels, all the while focused on efficient processing of high-volume transaction-oriented assignments.

GENERAL DUTIES & RESPONSIBILITIES:

• Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.

• Performs customer and account maintenance per reports, client workflow solution, postal mail, or by direct instruction from immediate supervisor.

• Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.

• Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group’s escalation guidelines.

• Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.

• Assists in tracking, compiling, and completing reports as assigned.

• Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.

• May mentor and guide more junior Account Services Specialists and/or proactively assist in production issues and questions.

• Maintains up-to-date procedure manuals and writes drafts for changes to procedures.

• May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.

• Performs other related duties as assigned.

EDUCATIONAL REQUIREMENTS:

A high school diploma or GED is required for this role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of banking principles, operations and processes

• Strong PC skills with basic knowledge of Microsoft Office applications

• Detail-oriented and customer-driven, focusing on providing the highest quality products and services to internal and external clients

• Excellent data entry skill

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

• Excellent verbal and written communication skills

• Effective analytical, problem-solving, team, and time management skills

• Ability to work independently on problem tickets within the client problem ticket solution

• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

• Ability to work both independently and in a team environment