Operations Specialist-Client Solutions

Bank of Tampa • Tampa, FL

5d

About The Position

This position is responsible for providing timely and effective quality service to clients and bank personnel relating to various operational functions across our Enterprise Payments Operations team. The nature of your daily work will vary based on the business need. This position is critical to the success of our organization, as you will have an advanced understanding of a variety of positions within the organization and the ability to assist with multiple support functions.

These functions include but are not limited to: handling high volume external and internal client calls, online and mobile banking support, wire transfer processing, credit and debit card processing and support, check card disputes, account reconciliations, and various reporting.

Primary Duties and Responsibilities

Consistently delivers outstanding client service; providing premiere client satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.

Acts as a cultural ambassador to internal and external clients, providing a professional, exceptional, and supportive experience with each interaction.

Obtains strong working knowledge of credit card and debit card programs (processing, maintenance, rewards programs, risk, fraud and reconciling) and wire transfer processing (domestic/international, both incoming and outgoing) to perform daily tasks.
Answers and assesses client issues by asking detailed questions to determine the best step for resolving the inquiry.
Conducts research and trouble shoots, prior to escalation (when needed).
Authenticates clients and complies with all company guidelines to protect the bank
and clients from exposure to loss, fraud and identify theft.
Provides support to office/bank personnel with tasks/functions associated with various operational departments.
Develops rapport with internal and external clients by being proactive and timely with requests and problem resolution and displaying a caring attitude to assist clients in identification of their needs/issues.
Works well in a team environment and interacts with co-workers and management in a positive manner.
Maintains a position of trust and responsibility by keeping all clients’ business confidential.

Demonstrates knowledge of Bank policies and procedures and takes responsibility to keep up to date on any changes.

Adapts interpersonal style to highly diverse individuals and groups in a range of situations.
Anticipates change and adjusts plans and priorities accordingly.
Communicates effectively with all organizational levels.
Participates in training programs to continuously improve product knowledge and service skills.
Works well under pressure to successfully handle a high volume of calls by multi-tasking, prioritizing, and seeking solutions.

Flexibility with scheduling and will be cross trained to support functions that will support the department, as needed.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Requirements

• 1 year of client service experience
• High school diploma/GED
• Strong verbal and written communication skills
• PC proficiency, especially with Microsoft Office suite of products
• Must be self-motivated and proactive

Nice To Haves

• 2-year degree preferably with a business or finance focus and/or equivalent combination of education and experience
• Experience working in a banking environment
• Experience in accounting/balancing or equivalent
• Experience of Fiserv Premier software system
• Client phone service experience
• Experience working in support areas, such as Deposit Operations, Wire Transfers, Client Support

Responsibilities

• Consistently delivers outstanding client service
• Acts as a cultural ambassador to internal and external clients
• Obtains strong working knowledge of credit card and debit card programs and wire transfer processing to perform daily tasks
• Answers and assesses client issues by asking detailed questions to determine the best step for resolving the inquiry
• Conducts research and trouble shoots, prior to escalation
• Authenticates clients and complies with all company guidelines to protect the bank and clients from exposure to loss, fraud and identify theft
• Provides support to office/bank personnel with tasks/functions associated with various operational departments
• Develops rapport with internal and external clients by being proactive and timely with requests and problem resolution and displaying a caring attitude to assist clients in identification of their needs/issues
• Works well in a team environment and interacts with co-workers and management in a positive manner
• Maintains a position of trust and responsibility by keeping all clients’ business confidential
• Demonstrates knowledge of Bank policies and procedures and takes responsibility to keep up to date on any changes
• Adapts interpersonal style to highly diverse individuals and groups in a range of situations
• Anticipates change and adjusts plans and priorities accordingly
• Communicates effectively with all organizational levels
• Participates in training programs to continuously improve product knowledge and service skills
• Works well under pressure to successfully handle a high volume of calls by multi-tasking, prioritizing, and seeking solutions
• Flexibility with scheduling and will be cross trained to support functions that will support the department, as needed

Benefits

• Eligibility for health, dental, vision, life and disability insurance coverages
• Retirement Plan - 401k with matching
• ESOP- Employee Stock Ownership Plan
• Time away from work – vacation time, sick time and holidays
• Paid parental leave
• Tuition Assistance
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED