Account Manager-Specialized Services-Client Support Group "Phone Team"
The Client Support Group (“CSG”) is part of the Specialty Services pillar within the Global Practices Leadership team. Specialty Services teams each perform unique functions for clients across Commercial Banking. The Client Support Group specializes in providing transactional support for clients and internal partners; performs high-risk callbacks for money movement, signer and security administrator changes and account and product maintenance; and is the client-facing intake support for fraud calls.
As an Account Manager I for the Client Support Group, you will report to an Account Manager II Team Leader or to an Account Manager III People Manager. You will have frequent interaction with internal teams across the firm and with external clients. In this role, you will serve as a point of contact for inbound client requests related to transactional inquiries or perform outbound high risk callbacks to clients, and assist clients with fraud inquiries.
Job responsibilities
- Actively listen and identify the client’s needs while tactically executing solutions on their behalf
- Act as a consultant, guide clients through the process each step of the way and educate them on the self-serve opportunities that exist
- Ability to work independently and in a team environment to maximize productivity in the most efficient manner
- Build and strengthen in-depth relationships with both internal and external clients
- Leverage relationships and people skills to influence better outcomes for clients
- Demonstrate intermediate knowledge of commercial treasury management products and services in support of the client’s needs
- Coordinate with Fraud Recovery Associates on the CB Fraud team regarding client inquiries
Required qualifications, skills and capabilities
- Excellent communication skills both written and verbal
- Relentless and versatile learner
- Highly organized with ability to manage competing priorities
- Demonstrated and consistent professional presence with the ability to adapt to evolving needs and situations
- Ability to work independently and know when to escalate complex and unusual issues
- Problem solving skills with strong attention to detail
- Strong analytical and communication skills, both verbal and written
Preferred qualifications, skills and capabilities
- Bachelor’s degree preferred & / or 3+ years of equivalent work experience
- Effective problem solving, oral and written communication skills
- Ability to exercise sound judgement and make effective decisions
Final Job Grade and officer title will be determined at time of offer and may differ from this posting.
Please note this role is not eligible for employer immigration sponsorship
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