Client Success Specialist II

Job Location US-DE-Wilmington
Type
Regular Full-Time

Overview

Provide a superior full-service experience to Institutional Banking (IB) partners, advisors and clients by handling all requests in accordance with policy and procedure with a heavy emphasis on the IBLOC and SBLOC product. Develop relationships through anticipating and recognizing needs, resolution, skill set, and professionalism.  

Responsibilities

  1. Receives and responds to all inquiries, including escalations received from IB partners, advisors and clients via telephone, email or other channels as established.
  2. Will be responsible for handling escalations related to Insurance Backed or Securities Backed Lines of Credit (IBLOC / SBLOC).
  3. Manages and responds to all internal inquiries from business line and operational departments including, but not limited to Sales, Services Delivery Managers, Loan and Deposit Operations and Customer Care.
  4. Leverage loan processing knowledge to educate IB partners, advisors, clients and internal team members.
  5. Analyzes issues, researches resolutions, and develops recommendations through clear communication. Owns each call from beginning to end. Identifies immediate resolution, root cause, opportunity for improvement and implementation of improvement.
  6. Partner with Business Development Officers to handle inquiries pertaining to the loan process.
  7. Handles challenging callers using sound judgment and relationship skills remaining calm, keeping caller satisfaction and IB/TBBK profitability in mind through a variety of communications to include telephone, emails, and other written correspondence. Identifies immediate resolution and root cause of issues. Determines when management needs to be involved in an escalation, elevating complex calls to manager for resolution providing thorough details along with proposal for resolution with appropriate rationalization.
  8. Educates clients and advisors on the self-service options available to simplify managing their accounts as appropriate.
  9. Prioritizes requests ensuring all tasks are completed in a timely manner.
  10. Serves as second tier support for afterhours vendor managing tasks too complex to be handled by the vendor.
  11. Identifies opportunities to develop and strengthen advisor, client and partner relationships, conducting basic needs analysis to support the proposals.
  12. Provide solutions for process improvements.
  13. Participates in educational/training programs and stay current on IB/TBBK online banking, policy and procedures, compliance and other appropriate information.
  14. Completes Fund Transfer requests in accordance with The Bancorp’s policy and procedures using Funds Transfer Tool. Researches accounts for Regulation E, ACH transactions, Wire Transfers and various account funding methods.
  15. Provides and strengthens relationships with customers through needs analysis recognition and satisfaction of those needs with the delivery of Value-Added Services.
  16. Enters data into appropriate databases to maintain a record of requests and/or contact with customer.
  17. Assists in development and maintenance of IB Client Experience policies and procedures and maintains record of all products and services supported by the business line.
  18. Assists with Real Time Adherence (RTA) and address issues as they occur, reporting to manager as needed.
  19. Works with manager to set team goals and coach team members to achieve goals. Motivates and engages co-workers for improved job performance and to attain established departmental goals.
  20. Assists and may facilitate staff meetings.
  21. Develops and maintains close working relationships with other operational areas within Institutional Banking, The Bancorp, as well as global partners. Assists with presentations to partners and management on statistics, process improvements and achievements relative to current goals.
  22. Participates and leads IB departmental projects.
  23. Performs other duties as assigned.

Qualifications

Education/Experience Requirements

  • High School diploma or GED.
  • Seven years banking or customer service experience, including four years in Client Service or wealth management industry.

Preferred Requirements  

  • Strong working knowledge of IBLOCs, SBLOCs, general banking products and services.
  • Basic understanding of the wealth management industry including investment products and services.
  • Strong understanding of the loan underwriting process.
  • Proficient with Microsoft Office, Salesforce, and web applications.
  • Excellent verbal, written, and interpersonal communication skills.  Ability to communicate concerns in a productive and constructive manner to achieve a positive outcome.
  • Strong listening and comprehensive skills.
  • Strong problem-solving skills, demonstrating the ability to think independently and develop solutions.
  • A team player able to work effectively in a team fostered, multi-tasking environment.
  • Ability to prioritize and organize work.
  • Ability to develop relationships with a varied audience caller.
  • Flexibility to accommodate working from home when warranted by business need.

Employment with The Bancorp includes successfully passing a background check including credit, criminal, OFAC, education and past employment.

 

The Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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