Priority Services Partner - Columbus, United States - Synovus

Description

Job Description

Job Summary

Delivers elevated, personalized, timely and accurate customer care to Synovus' ultra-high-net-worth, high-net-worth and mass-affluent clients. Displays an ownership mindset working with clients to achieve first call resolution. Ensures customer needs are met by referring to line-of-business partners for additional business growth opportunities. Exercises good judgment in accordance with current policies and procedures when resolving inquiries. Recognizes potential exceptions and seeks assistance when necessary to ensure customer satisfaction and retention. Creates an industry leading customer service experience by living Synovus' Customer Covenant.

Job Duties and Responsibilities

Provides an elevated level of expertise responding to inbound telephone inquiries from Synovus' ultra-high-net-worth, high-net-worth, and mass-affluent client. Maintains a courteous, positive and professional demeanor ensuring quality customer service, satisfaction, and retention.

Utilizes a variety of software tools and systems to navigate customer accounts, provide information, process transactions, research and review policies and to communicate effective solutions.

Builds a network of internal resources/partners to resolve issues and to further enhance the customer's experience and to meet customer needs.

Engages customers in needs assessment conversations that may result in a referral or sale.

Recognizes, leverages and acts upon opportunities to increase revenue through referral of Synovus products and services in support of corporate sales initiatives and to meet customer needs.

Explores options with customers to find the best products and services for current and long-term banking needs. Articulates detailed information including product features and benefits as appropriate.
Creates detailed documentation to ensure inquires are processed in an accurate and timely manner. Maintains awareness of required customer follow-up, timeliness, and work assignment completion rates and accuracy goals.

Remains current regarding policy, product and procedural changes including customer mailings and promotions and incorporates changes into everyday working procedures.

Continuously increases knowledge of products and services offered by Synovus through self-motivation, formal education, seminars and available in-house training

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including Bank Secrecy Act/Anti-Money Laundering requirements.

Identifies potential risk and exposure to the company pertaining to fraud and identity theft when working with customers. Reports to management any procedures or processes that do not meet regulatory requirements including fraud, whether suspected or confirmed.
Demonstrates the Customer Covenant each day by providing the highest level of integrity and ethical behavior at all times.
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

Minimum Requirements


Minimum Education:
Associate's degree or an equivalent combination of education and experience.


Minimum Experience:
One year of banking-related contact center experience and demonstrated competency through an advanced Customer Care Specialist position.


Required Knowledge, Skills, Abilities:
Thorough knowledge of financial/banking products and services.
Strong customer service and telephone etiquette skills and a passion for providing customer service.
Strong desire and skillset for retaining the client base and creating business growth, through referral of other line-of-business partners.
Strong ownership mentality.
Flexibility and adaptability managing multiple tasks and navigating systems while maintaining accuracy and client engagement.
Strong computer literacy to access numerous applications during any one transaction.
Enthusiasm that creates a positive and professional image of the Synovus brand.
Skill speaking clearly and communicating information and ideas when speaking so others will understand.
Proficiency using Microsoft Office software products.
Excellent typing skills.
Attention to detail with strong documentation and follow-up skills.
Ability to work independently in a structured environment with minimal supervision.
Additional Information


Preferred Knowledge, Skills, Abilities:
Knowledge of and proficiency using Synovus Customer Care Center related programs, systems, and databases.

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