The Commercial Client Operations (CCO) Sr. Coordinator plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research.

Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution 

Maintain service levels while completing research and client requests

Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices

Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns

Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise

Demonstrate critical thinking, strong problem solving and decision making  

Exhibit strong verbal and written communication 

Collaborate within and across teams and organizations to analyze and resolve client issues 

Ensure the highest standards of service delivery to clients

May be assigned other job-related duties from time to time

College level or any equivalent work experience

At least 1 year customer service experience or any equivalent work experience

Problem solving skills in recommending solutions to address customer needs and expectations

Communication skills in delivering appropriate, direct, and straightforward information

Appropriately tailors written and verbal communications.

Strong understanding of de-escalation techniques and the end-to-end process of servicing

1 to 2 years experience in Commercial Banking

Able to work autonomously – be self-sufficient and a self-starter

Able to deliver multiple work expectations efficiently

Ability to work independently and efficiently in a fast paced, high volume customer focus call center

Customer orientation in understanding and listening to customer concerns