Client Support Analyst I (R&D)

This Position Will Be Located In Rocky Mount, NC, Raleigh, NC, or Branford, CT ONLY.

Position Purpose:
This position will be responsible for helping School Administrators who reach out to Client Support via phone calls, emails and/or FAQ tickets for assistance. Our mission is to provide excellent service that is so exceptional that our customers will refer us to someone they know and will stay with us for life.

The Client Support Analyst acts as a trusted partner for our internal and external clients and is responsible for handling client questions, comments, and concerns. The applicant's goal is to provide positive experiences, enhancing the relationship with the client. In this role, you will ensure customer satisfaction by addressing their needs, resolving issues, and helping them maximize the value of our products or services. The ideal candidate is a proactive problem solver with exceptional interpersonal skills and a passion for delivering outstanding customer experiences.

Primary Responsibilities:
· Able to successfully assist with all call types, including:
o File/wire status
o Technical file troubleshooting issues
o Stop payment & reversal requests
o Student profile/refund inquiries
o Assist with Admin password resets (for BMAS, eTrain and/or, Storefront)
o Client profile and/or Email distribution lists updates
o General Change Request knowledge to assist with IP Address updates, updating school's bank account for returns, logo, add/remove a service, etc.
o Assist with various School Admin inquiries
· Able to work FAQ tickets (Bugzilla, Oracle, etc.), provide phone support and provide team support
· Able to assist with some Client Support Inbox emails (Stop payments, student inquiries, Admin password resets, etc.)
· Team 'player' and motivator - places the importance of the team over self
· Other duties as assigned

Authority, Impact, Risk:
· Failure to complete documents accurately and timely could impact legality and collectability and result in negative audits both internal and external and potential fines.
· Timely follow up on documentation and close coordination with all parties involved in the client's experience is critical, failure to deliver on time could result in customer dissatisfaction and reputational risk.
· Exercises good judgment that balances risk to customers when making decisions.

Key Relationships:
· Client Support Manager, Managing Director - General Banking, Market Executive and Higher Education Sales Executive.

Managerial Accountability:
· N/A

Working Conditions:
· The incumbent while performing the duties this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
· Ability to work under tight timeframes and deadlines.
· Excellent verbal and written communication.

Time Allocation:
· Client Support and Resolution…………………………….…..70%
· Data Analysis and Research……………………………………..10%
· Documentation and Training……………………………………10%
· System Monitoring……………………………………………………5%
· Other Duties……………………………………………………………..5%

Job Specifications:
Position adheres to confidentiality policy, code of ethics and knowledge of Bank Secrecy Act and best practices and other pertinent Regulatory laws and regulations.
Required:
· 2+ years Exceptional Customer Service experience required
· Excellent and effective communication skills with ability to be concise, clear, and consistent.
· Exceptional listening skills
· Strong organizational skills with attention to detail and proven ability to multi-task and prioritize.
· Team player attitude and approach to work
· Enjoys challenges and can adapt in a fast-paced, demanding and rapidly changing environment
· Tech savvy, especially with Oracle, and Microsoft Office products (Outlook, Teams, Excel, Word, etc.)
o 1-2 years' experience with Microsoft Office
· Ability to exercise judgment and resolve problems independently, but know when to escalate questions to management while always adhering to policy guidelines
· Learns quickly and can handle the pressure from an upset customer or meeting tight deadline
· Work collaboratively with the team and other departments to address/resolve customer concerns
· Strong organizational skills that reflect ability to independently perform, prioritize and execute multiple tasks and complex projects seamlessly with competing priorities and deadlines
· Thrives in collaborative, team environments
· Flexible with a willingness to jump in wherever required and manage multiple priorities at once
· Excellent judgment, and decision-making skills
· Composure when faced with difficult or demanding situations and/or personalities and shifts in priorities and/or tasks
· Work independently to complete tasks while maintaining a good working relationship with fellow colleagues
· Superior knowledge retention and ability to apply knowledge to different avenues of the work environment
· Possess the natural ability to lead and mentor fellow team members.

Preferred:
· Banking experience a plus
· Minimum of 1-year BMAS system knowledge
· Minimum of 1-year knowledge of Refund Disbursement Processes

Risk Management Requirements:
Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines. Understands and adheres to Anti-Money Laundering, Bank Secrecy Act, and Compliance with the USA PATRIOT Act policies and procedures applicable to position, completing any supporting requirements within defined timeframes. Acts within authorized limits and delegated authorities and role applicable policies and procedures. Follows processes and controls to protect shareholder interests. Mitigates risk to the bank and customers by following all applicable security procedures.

Equal Opportunity Employer including Veterans/Disabilities