Customer Relationship Specialist

Job Overview

Job Description

Customer Relationship Specialist needs 1-3 years customer service, customer support or inside sales. Financial Services/Banking experience preferred
Relationship Specialist requires:
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Ability to quickly learn, multi-task and to meet expectations in a customer-centric and results-driven environment.
- Careful attention to details and excellent time management skills.
- Proficiency in basic computer skills- Advanced Excel knowledge preferable.
- Intellectually curious about our business, our clients and focused on finding the best solutions.
- Excellent negotiation and analytical skills - Sales or Customer Service experience preferred
- Ability to work effectively both independently and as a team member.
- Comfortable with handling high call volume and forming strong and lasting relationships with clients over the phone.
- Ability and willingness to work a flexible schedule/overtime, as needed.
- Ability to take constructive feedback and implement training concepts into your ongoing development.
Relationship Specialist duties:
• - Communicates with external and internal customers through various channels (phone, email and letters) maintaining a positive, empathetic and professional attitude at all times.
- Demonstrates excellent interpersonal, written, and oral communication skills. Including the ability to ask probing questions to understand concerns and overcome objections.
- Responds promptly and accurately to customer inquiries and process a variety of customer requests within different levels of complexity. Including account reconciliation, account updates, document requests, invoices, buyout quotes, web portal troubleshooting, etc.
- Performs day-to-day activities that ensure effective account management and demonstrates ability to successfully collect on delinquent accounts.
- Establishes strong working relationships with Vendors, Sales, Originations, Operations and Finance departments to find best solutions and anticipate customer needs.
- Follows proper Complaint Process when assisting customers with escalated concerns to resolve account or service issues. Focusing on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience.
- Follows established policies, procedures and guidelines to protect both our clients and the Bank.
- Meets Quality Assurance Requirements and other key performance metrics