Senior Customer Service Specialist, Estate Servicing Operations

1-2 yrs required

Full-time

No

Job Title: Senior Customer Service Specialist in Estate Servicing Operations
Location: Phoenix, Arizona
Salary: Not specified in the text, but likely competitive with industry standards

Experience Required:
- 1+ years of experience working with clients in a service setting, such as banking, call center, or financial center
- 1-2 years of experience in the banking/financial industry
- Basic understanding of banking products and operations
- Basic understanding of estate settlement
- Prior experience in estate settlement or as a paralegal
- Strong communication skills, including de-escalation and clarifying information

Job Description:
- The Senior Customer Service Specialist will be a part of the Specialized Servicing & Fulfillment Operations (SSFO) organization, which specializes in delivering high quality care for clients experiencing difficult life events and complex situations involving high risks and unique needs.
- This role will involve interacting with clients, estate beneficiaries, and executors to provide seamless care during estate settlement processes.
- The Senior Customer Service Specialist will be responsible for delivering a positive client experience, gaining a full understanding of the client's needs, and providing recommended courses of action that are compliant and in the client's best interest.
- This role will also require maintaining adherence to service level agreements and all laws, rules, and regulations.
- The ideal candidate will have a desire to advocate for clients, strong empathy and compassion, excellent communication skills, and the ability to analyze and prioritize complex problems.
- This is a call center environment with a high frequency of call volume.
- The Senior Customer Service Specialist will also be expected to stay current with iterative software and process updates.

Key Responsibilities:
- Deliver a positive client experience based on enterprise Client Care pillars
- Gain a full understanding of the client's perspective and needs
- Gain a full understanding of the Bank's options for meeting the client's needs
- Provide a recommended course of action that is compliant and in the client's best interest
- Maintain adherence to service level agreements and all laws, rules, and regulations
- Advocate for internal/external clients to meet and exceed their expectations
- Show genuine concern for people, their needs, and their perspectives
- Communicate effectively through voice tone, word selection, and active listening
- Accurately document activity in proper business writing
- Analyze and prioritize complex problems
- Seek opportunities to improve knowledge and personal performance
- Leverage multiple software applications to execute an intricate process
- Remain current with iterative software and process updates

Experience Required:
- 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, call center, or financial center
- 1-2 years of experience in the banking/financial industry
- Basic understanding of banking products and operations
- Basic understanding of estate settlement
- Prior experience working in an estate settlement capacity, or previous paralegal experience
- Communication strategies for clarifying information or de-escalating a situation

Skills Required:
- Customer focus
- Empathy and compassion
- Interpersonal verbal and written communication
- Analytical, critical, and design thinking
- Desire to learn
- Ability to leverage multiple software applications
- Ability to remain current with iterative software and process updates

Shift:
1st shift (United States of America)

Hours Per Week:
40

Travel: No

Company Background:
The company is a leading financial institution with a strong focus on providing high quality care for clients in difficult life events and complex situations. Their SSFO organization specializes in handling these situations with a call center/contact center structure and a team of Senior Customer Service Specialists who directly interact with clients, estate beneficiaries, and executors. The company is committed to delivering a positive client experience and providing the extra compassion and sensitivity needed during these challenging times. They are also dedicated to staying current with software and process updates to ensure the best possible service for their clients.

Department: Specialized Servicing & Fulfillment Operations (SSFO)

Job Type: Full-time

H1: Senior Customer Service Specialist in Estate Servicing Operations

H2: Join Our Team of Compassionate and Dedicated Senior Customer Service Specialists

Not applicable

Medical, Dental, Vision, 401k, Paid Time Off

English

Customer Service, Communication, Empathy, Analytical Thinking, Problem Solving, Time Management, Compliance, Banking Products, Estate Settlement, Paralegal

High School Diploma or equivalent, Bachelor's Degree preferred

ssfo uses a call center/contact center structure to engage with external clients and financial centers all over the country. during every phone interaction, a senior customer service specialist:
• delivers a positive client experience based on enterprise client care pillars – take ownership, act with empathy, make it easy, get it right and provides the extra compassion, patience, kindness and sensitivity needed during this difficult life event
• gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy, compassion and demonstrates ownership of the client’s servicing request(s)
• gains a full understanding of the bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems
• provides a recommended course of action that is compliant with all guidelines and in the client’s best interest
• maintains adherence to service level agreements and all laws, rules and regulations

• a desire to advocate for internal/external clients to meet and exceed their expectations (customer focus)
• ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (empathy & compassion)
• interpersonal verbal communication skills that build rapport and trust demonstrate confidence and ownership, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
• interpersonal written communication skills to accurately document activity in proper business writing
• ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (analytical, critical and design thinking)
• seeks opportunities to improve depth/breadth of knowledge and personal performance (desire to learn)
• ability to leverage multiple software applications to execute an intricate process
• ability to remain current with iterative software and process updates

understands this is a call center environment with a high frequency of call volume

experience required
• 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, call center or financial center, etc

Qualification and Experience High School Diploma or equivalent, Bachelor's Degree preferred

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