Serves as primary contact for top tier Treasury clients providing a positive experience that leads to high customer satisfaction. Responds quickly to customer inquiries and resolves issues as a priority task.
Job Duties and Responsibilities
Provides consultative approach to top clients as an extension of the Treasury Management sales team. Greets customers over the phone and establishes a connection. Develops rapport while providing outstanding personalized customer service.
Assists customers with inquiries and provides issue resolution in a professional and composed manner. Listens carefully to customers to understand the full scope of the inquiry.
"Troubleshoot Treasury product gaps, errors and issues. Engages product and operations partners as needed. Escalates urgent matters to management and communicates status in a timely manner to customer and partners.
Executes a full evaluation of the client's current solutions and provides guidance to consider additional services that can add value for the client's needs. Ensures clients understand the solutions, benefits and value. Provides training to clients for full competency on treasury solutions.
Makes outbound calls to clients to build relationship and provide proactive notification to clients such as upcoming conversion events, significant changes related to Treasury campaigns or new product offerings. Utilizes analytical skills to ensure the customer next steps are clear and concise for the betterment of the client's course of action.
Conducts proper servicing and maintenance of accounts for an operational and technical aspect for complex treasury solutions. Provides clear, concise, documentation while achieving the highest level of quality service.
Partners with sales, support, operations to execute a superior level of service to top Treasury clients. Identifies opportunities to add efficiency and automation to current processes in partnership with the sales team.
Complies with all communications and directives in a timely manner. Communicates with leadership and team members in support of a positive and collaborative team environment. Performs all duties in compliance with policies, processes, regulations and requirements.
Follows Synovus' Customer Service standards, creating an industry leading customer experience. Demonstrates professionalism in appearance, punctuality, behavior and communications.
Participates in special projects to ensure the customer experience continues to evolve for profitable long-term clients.
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace
- High school diploma or equivalent.
- Five years of customer service experience preferably in the financial services industry and three years of Treasury experience with direct customer contact providing technical support or onboarding customers.
Required Knowledge, Skills, & Abilities:
- Strong customer service skills
- Strong listening and comprehension skills
- Strong interpersonal skills to establish rapport with customers
- Ability to perform basic math functions
- Ability to follow written instructions and learn new information
- Attention to detail
- Ability to manage time and multi-task
Preferred Knowledge, Skills, & Abilities:
- Experience troubleshooting errors or issues on Treasury platforms
- Familiar with electronic file and file formats for more complex Treasury solutions
- Bachelor's degree