Director - Call Center Support

Act as the primary point of contact for internal colleagues and external clients over telephone and via email. Analyze customer account information and provide recommendations for customized solutions, reinforcing the value of the relationship by providing compelling offers that deepen client connection to firm products and services.

Act as the primary point of contact for internal colleagues and external clients over telephone and via email. Analyze customer account information and provide recommendations for customized solutions, reinforcing the value of the relationship by providing compelling offers that deepen client connection to firm products and services. Transact account set ups, maintenance and closings as required. Conduct analysis, use tools and service platforms to research and solve client problems and complaints. Execute appropriate document and process reviews to ensure that regulatory, anti-money laundering and compliance guidelines are followed. Ensure appropriate KYC data review takes place for new account initiation. Respond to legal inquiries into client accounts and furnish information when appropriate.

Resolve client inquiries by asking probing questions, identifying issue causes and determining optimal solutions. Use active listening and identify the client's needs via e-mail or phone, ensuring that customers experience high quality service and care. Review customer account relationships to promote and cross-sell bank products and services. Keep customers apprised of the available account types, interest and dividend rates, payroll deduction plans, and digital banking and self-service offerings. Provide customers with a one-stop experience in both executing their transactions and meeting their sales and service needs where possible. Meet team objectives across client satisfaction, effectiveness and quality as measured through metrics like average handling time, voice of customer and net promoter score. Meet sales goals through building rapport, determining client needs and ultimately closing cross-sell opportunities. Display resilience and patience in managing challenging customer calls and complaints, remaining positive and resolution focused in challenging situations.

Use outstanding verbal and written communication skills to interface with clients on the phone as well as through electronic mail, keeping messaging clear and concise. Demonstrate an easy facility with service platforms, understanding the full functionality and uses for accessing client information. Display a solid understanding of bank policies and controls, and the various regulatory procedures around the USA PATRIOT Act, Bank Secrecy Act, the Office of Foreign Assets Control sanctions program, etc. Use a solid knowledge of the bank's products and services to match these to customer needs to increase both deposits and customer outcomes.

Recommended years of experience: 10

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.