Client Success Specialist II

Provide a superior full-service experience to Institutional Banking partners, financial professionals,  and clients by handling all requests in accordance with policies and procedures. Develop relationships through anticipating and recognizing needs, resolution, skill set, and professionalism.

Essential Functions

1. Receives and responds to all inquiries, including escalations received from IB partners, financial professionals, and clients via telephone, email or other channels.
2. Manages and respond 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.
3. Analyzes issues, research 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.
4. 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 with appropriate rationalization.
5. Educates clients and financial professionals on the self-service options available to simplify managing their accounts.
6. Prioritizes requests ensuring all tasks are completed in a timely manner.
7. Serves as second tier support for afterhours vendor managing tasks too complex to be handled by the vendor.
8. Identifies opportunities to develop and strengthen advisor, client and partner relationships, conducting basic needs analysis to support the proposals.
9. Participates in educational/training programs and stay current on IB/TBBK online banking, policy and procedures, compliance and other appropriate information.
10. Researches and completes Fund Transfer requests in accordance with The Bancorp’s policy and procedures using Funds Transfer Tool. Research accounts for Regulation E, ACH transactions, Wire Transfers and various account funding methods.
11. Provides and strengthens relationships with customers through needs analysis recognition and satisfaction of those needs with the delivery of Value-Added Services.
12. Enters data into appropriate databases to maintain a record of requests and/or contact with customer.
13. Participates in IB departmental projects as identified.
14. Performs other duties as assigned.

Education/Experience Requirements

• High School diploma or GED.
• Five years banking or customer service experience, including two years Client Service or wealth management industry experience.

Preferred Requirements

• Strong working knowledge of bank products and services.
• Basic understanding of the wealth management industry including investment products and services.
• Proficient with Microsoft Office 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 alternative solutions.
• Team player able to work effectively in a team fostered, multi-tasking environment.
• Ability to prioritize and organize work.
• Ability to develop relationships with wide variety of callers.
• Flexibility to work off-hours support up to 8:00pm EST using a rotating team schedule to accommodate business needs.

Working at The Bancorp Bank, N.A. and Benefits Information: click here

Diversity & Inclusion at The Bancorp Bank: click here

The Bancorp Bank, N.A. is an EQUAL OPPORTUNITY EMPLOYER and will not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, pregnancy, citizenship, national origin, age, disability, genetic information, veteran status or other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.

Employment with The Bancorp Bank, N.A. includes successfully passing a background check including credit, criminal, education, employment, OFAC, and social media background history.