Financial Services Account Associate

General Duties & Responsibilities:

• Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution’s high-value customers
• Addresses inquiries and performs account maintenance on deposits and money market accounts
• Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals
• Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries
• Follows up as required to close service tickets and inquiries that were escalated or referred to a different business function
• Interfaces with clients to determine present and future needs and discuss progress toward solutions
• Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs
• Completes banking transactions and identifies opportunities to market bank products to best meet each caller’s personal needs
• Maintains a comprehensive knowledge of applicable products and services and keeps informed about new products and services and changes to existing products and services
• Successfully sells, markets, and shares information with new and existing customers to educate them about financial offerings
• Provides referrals to the managing director or relationship manager for new and additional services
• Participates in client loyalty process, providing information and encouraging clients to respond timely to surveys. Participates in follow-up discussions to develop action plans to address concerns
• May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and services offerings
• Other related duties assigned as needed