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w3r Consulting · 12 hours ago

CSR - Banking

Dallas, TX

Contract

Hybrid

Mid Level

4+ years exp

W3R Consulting is seeking a Banking Customer Service Representative to respond to inquiries from corporate customers and internal departments. The role involves resolving customer issues, providing product training, and contributing to revenue through cross-selling opportunities.

AnalyticsConsultingInformation TechnologyLegal

Diversity & Inclusion

Responsibilities

Independently respond to and resolves quickly and creatively while focusing on quality

Respond to customer inquiries via phone, email, and chat (internal) in a timely and professional manner

Handle multiple customer requests simultaneously, prioritizing tasks to ensure prompt and accurate resolution

Collaborate with other team members to ensure a seamless customer experience

Resolve and troubleshoot inquiries/issues related to sophisticated Treasury Management products/services such as client Business Connect and TMC Web

Utilize 20+ internal client applications/systems to obtain/research information such as: Hogan, PEP+, TMCC, Intellect, ARP, EDI, Account Analysis, ECIS

Provide basic customer product training and respond to “how to” questions. These include reinforcement training; new product/service training for adds and/or changes to existing services; feature and functionality instruction for existing products/services and enhancements to existing products/services

Assist in developing and updating Treasury Management procedures and documentation

Recognize and respond to ‘Red flags’ that can be related to fraud or high-risk situations. As first responders, it is critical this position understands and responds based on the time critical and urgency around situations and escalates to management if necessary

By applying a thorough knowledge of TM product functionality, back-room operations, TM and corporate policies/procedures, and the appropriate / permissible use of the products by our customers

By understanding, recognizing, and escalating phishing and suspicious transactions

By adhering to Manual Authentication (aka Customer Identity Verification) procedures when conducting business via phone, email or fax to validate/verify individuals prior to releasing information and / or processing business transactions

Contribute to the revenue stream generated by cross selling / up selling opportunities; contribute to revenue of current customer service

May participate on projects which include outbound calling campaigns, system migrations / conversions and operations failures

Responsible for balancing general ledger accounts

Thorough understanding of debits and credits