Client Care Resume Samples

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YO
Y Okuneva
Yasmeen
Okuneva
722 Robel Lane
Philadelphia
PA
+1 (555) 883 9658
722 Robel Lane
Philadelphia
PA
Phone
p +1 (555) 883 9658
Experience Experience
Houston, TX
Client Care Analyst
Houston, TX
Nader, Fritsch and Pouros
Houston, TX
Client Care Analyst
  • Answers customer questions about how fraud may have happened, assists with getting affidavits completed and
  • Under direct supervision, performs varied duties and assignments
  • Achieves or exceeds target levels of quality, productivity and performance
  • Follows established policy to complete end-to-end resolution of customer contact
  • Provides accurate and complete response to customer inquiries
  • Research and respond to Executive Management questions/cases
  • With limited supervision, performs essential functions and fulfills direct responsibilities
Houston, TX
Client Care Coordinator
Houston, TX
Luettgen, Nitzsche and Williamson
Houston, TX
Client Care Coordinator
  • Perform effectively and efficiently under pressure in a dynamic, fast paced working environment
  • Responsible for monitoring service quality provided to our clients
  • Contract and renewal Management
  • Work closely with internal teams to resolve customer related document issues
  • Provide estimated quote completion by updating customer service team and status daily reports
  • Performs special projects and other duties as assigned
  • Website searches, including analysis using NPI stock
present
Philadelphia, PA
Client Care Manager
Philadelphia, PA
Macejkovic, Yost and Lesch
present
Philadelphia, PA
Client Care Manager
present
  • Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
  • Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
  • Review and understand the change, incident & problem management processes
  • Provide strong decision-making on issues
  • Provide minutes for customer weekly customer care meetings and relationship meetings
  • Report process failures to management
  • Manage key customer accounts to ensure the highest level of customer service and satisfaction
Education Education
Bachelor’s Degree
Bachelor’s Degree
Quinnipiac University
Bachelor’s Degree
Skills Skills
  • Detail oriented and analytical, able evaluate information to determine the appropriate course of action
  • Capable of effectively communicating information in a professional manner
  • Demonstrated ability to establish an immediate and genuine connection leading to strong customer engagement and satisfaction
  • Bank system knowledge and intermediate computer skills
  • Results-focused, able to manage multiple tasks simultaneously, prioritizing actions and ensuring resolution
  • Ability to evaluate the different types of fraud to determine the appropriate course of action
  • Achieves or exceeds target levels of quality, productivity and performance
  • Provides accurate and complete response to customer inquiries
  • Appropriately documents customer contact, including resolutions, issues and general notes
  • Understand how fraud can occur and the risks involved if the account is not secured
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15 Client Care resume templates

1

Senior Collections Client Care-p&cb Operations Resume Examples & Samples

  • Resolves unique and/or complex investigations for specialized products/services, which may require use of numerous RBC systems and applications therein
  • Follows established Coaching Routines and related activity to drive high performance and enhance client experience
  • Posting end date: September 12th, 2014 ***
2

Manager Client Care Trainee Resume Examples & Samples

  • Successful completion of Manager Client Care Training Programor equivalent experience in an financial setting
  • People management experience within the financial industry
  • Minimum 1-2 yearsexperience in abanking environment
3

Manager Client Care-vancouver East Region, BC Resume Examples & Samples

  • Responsible for the overall client experience delivery in the branch by applying a continuous improvement approach. Spends a portion of the day "on the floor" assisting clients, conducting observational coaching sessions and monitoring client experience
  • Previous people management experience
  • Previous sales experience an asset
  • Mandarin or Cantonese language skills an asset
4

CIB Tech-client Care Tech-application Developer Resume Examples & Samples

  • You will participate in project planning sessions with project managers, business analysts and team members to analyze business requirements and outline the proposed IT solution
  • You will participate in design reviews and provide input to the design recommendations; incorporate security requirements into design; and provide input to information/data flow
  • You must understand and comply to Project Life Cycle Methodology in all planning steps. You must also adhere to IT Control Policies throughout design, development and testing and incorporate Corporate Architectural Standards into application design specifications
  • You will document the detailed application specifications, translate technical requirements into programmed application modules and develop/Enhance software application modules
  • You will participate in code reviews and ensure that all solutions are aligned to pre-defined architectural specifications; identify/troubleshoot application code-related issues; and review and provide feedback to the final user documentation
  • Work directly with other members of the development, project management and business teams
  • Support changes/applications post implementation by debugging, fixing, and participating in maintenance releases as needed
  • Mentor and provide technical guidance to other Application Developers on the team
  • On a day-to-day basis, you'll be expected to
  • Create technical specifications
  • Build application code
  • Test and implement complex applications
  • Provide technical and programming support and mentoring to Application Developers
  • Develop error free code that complies with all code standards and methodologies
  • Develop unit test plans and scripts and execute test scripts to ensure correctness
  • More than 6 Years experience in Java / J2EE (JMS, JSP, JDBC) technologies
  • More than 3 years experience in Pega PRPC tool
  • Architecture and Design experience
  • Design Patterns - Pega, Java, and J2EE
  • Experience in Oracle (SQL, PL/SQL)
  • Experience using XML, WSDL, SOAP UI
  • Analysis and design document creation experience in multiple projects
  • Test cases, Quality Center creation experience
  • Skilled developer in multiple technologies - Pega PRPC, Java, other
  • Unix
  • Strong database skills preferably in Oracle writing complex SQL queries, PL-SQL, stored procedures
  • Version Control-Subversion
  • Toad for Oracle
5

Manager Client Care Trainee Resume Examples & Samples

  • Successful completion of Manager Client Care Training Program is an asset or equivalent experience with another financial institution
  • Minimum 1-2 years banking experience preferably in a leadership capacity
  • Demonstrated change leadership skill and ability to effectively lead, communicate and execute change
  • Flexibility in the workplace environment – adaptability and comfort in interacting with clients “on the floor”
  • Strong knowledge and comfort in using technology
6

Manager Client Care Trainee Resume Examples & Samples

  • People management experience is an asset, preferably in the banking industry
  • Client service experience in a banking environment (i.e. Client Service Representative, Bank Teller, etc.) will be considered an asset
  • LI-LC1
7

Client Care Analyst Problem Resolution Resume Examples & Samples

  • At least one year of BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations
  • Must possess strong telephone soft skills and display the ability to engage with the customer
  • Must be very knowledgeable in BBVA Compass products and processes
8

Manager Client Care, Stoney Creek Resume Examples & Samples

  • *The successful candidate must be flexible with scheduling and availability and must be able to support branch hours of operation as required across a 6 day a week operation with extended hours including Saturdays***
  • Contribute to the branch unit by meeting its sales objectives and related strategies, opportunity spotting customers’ needs and referring them to the appropriate co-worker (Account Manager or Investment Retirement Planner role, etc.)
  • Proven organizational skills, the ability to compile paperwork in an orderly fashion
9

Manager Client Care Brooks, Ab Resume Examples & Samples

  • Previous financial services experience is preferable
  • Good understanding and management of operational policies and guidelines (i.e. Cash, Anti-Money Laundering, etc) - will provide training
  • Self-motivated and strong interpersonal
10

Manager Client Care-main Branch, Regina SK Resume Examples & Samples

  • Successful completion of Manager Client Care Training Program (or relevant experience)
  • Self-motivated and strong interpersonal skills
  • LI-LC1
11

Manager Client Care-st-georges de Beauce Resume Examples & Samples

  • -----------
  • Completion of the Mutual Funds Course – IFIC (would be an asset)
  • Bilingualism required: French & English
12

Manager, Client Care Trainee, Downtown Resume Examples & Samples

  • Bachelor’s Degree in Finance/Management/Business Administration or related field - - - Mutual Funds License would be an asset
  • Customer service experience required
  • Sales experience required
  • Previous experience in a financial institution is an asset
  • Proven customer loyalty initiatives/activities
  • Bilingualism (French and English are required)
13

Manager Client Care, Hours, Brantford ON Resume Examples & Samples

  • Build and sustain staff relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes & folios
  • Maintain personal accountability to individual learning & self-development
  • Information-seeking skills - the ability to find out more and improve your understanding of a client’s situation or issue
14

Collections Client Care-operation Resume Examples & Samples

  • Possesses expert understanding of services and specialized products
  • Relies on past experience and extensive product knowledge to resolve complex issues
  • Expected to process work volumes as measured through established service quality standards (e.g. Client Service Commitments)
  • Works in a team environment
  • Please be advised, a preferred candidate has been identified
15

Client Care Anayst Problem Resolution Resume Examples & Samples

  • Interviews customers to understand how their account may have been compromised. Opens new case file in fraud case repository system. Updates system information to restrict accounts/card and note account
  • Completes maintenance on the compromised account as needed
  • Advances direct deposits, transfers balances, and updates relationship information
  • Closes the compromised account. Confirms the account is at a zero balance, and confirms ACH debit/credits are processing on the new account
  • Reviews new account options with customer and submits required information for account setup
  • 2-3 years experience
  • Understand how fraud can occur and the risks involved if the account is not secured
  • Ability to evaluate the different types of fraud to determine the appropriate course of action
16

Client Care Analyst Resume Examples & Samples

  • Answers customer questions about how fraud may have happened, assists with getting affidavits completed and guides customer through the process of getting a police report completed
  • Bank system knowledge and intermediate computer skills
  • High school degree required
17

Manager Client Care-truro, NS Resume Examples & Samples

  • Preference will be given to those with previous Manager Client Care experience
  • Demonstrated ability to developing others and build a team
  • Self-motivated and strong interpersonal skills Each role at RBC offers a variety of development opportunities that are critical to an individual's career growth. In this role, the successful candidate can expect to gain experience in interacting with clients and developing general product/client knowledge
  • Bilingual an asset
18

Client Care Analyst Resume Examples & Samples

  • Handle Customer Inquiries (telephone/written correspondence) – Respond to and resolve customer inquiries. Provide timely, complete, and accurate responses to the customer. Telephone inquiries may be referred from: Banking Center, Corporate Offices and Customer Service. Sources of written customer inquiries may include: Better Business Bureau, direct letters to District Office, Email, PC Banking and Corporate Offices
  • Customer / Employee Liaison for New/Difficult Customer Service Issues – serve as the expert point of contact for issues that are unable to be resolved at first point of contact
  • Report Issue Trends –responsible to identify trends, recommend training /coaching needs; recommend streamlining opportunities
  • Must have excellent verbal and written communication/interpersonal skills along with strong customer service skills
  • Must be detail oriented, as well as analytical
  • Experience working with bank systems such as Alnova, TSYS, and Siebel is extremely helpful
  • At least two (2) years of BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations
19

Client Care Administrator Resume Examples & Samples

  • Literature Fulfilment
  • Prepare client information packages and ensure adequate supplies to accommodate increased volumes
  • Develop personalised package options in internal database
  • Package query on the first business day of every month
  • Investment Funds Forms
  • Organize and monitor in-house forms inventory
  • Ensure all departments and branches are using updated forms and destroy old forms
  • Mailings
  • Assist with the production and mailing of client letters
  • Outbound administrative calls to clients assigned from Client Services (ie. rejected automatic withdrawals/contributions, incomplete forms)
  • Closed account calls
  • Following up on returned mail to obtain current addresses for clients
  • Daily recording of closing fund prices for PH&N Funds
  • Pre-closing (1pm PST) calls to clients regarding offside trades as assigned
  • Data Management
  • Internal database (Onyx) administration, ensuring system is up to date with forms, reports, and articles
  • Add clients to the privacy list
  • Manage returned mail by updating database and monitoring client mailing status
  • Project Involvement
  • In keeping with our culture, participate in the strategic growth of the firm by recommending or becoming actively involved with various projects and initiatives from time to time
  • Post-secondary education diploma or degree
  • Licensed to sell mutual funds or willingness to obtain license
  • 2 years of office administration experience in the financial or investment industry
  • Strong service orientation and demonstrated passion for putting clients first
  • Strong organizational skills with attention to detail and ability to deal with multiple tasks and changing priorities
  • Good oral and written communication skills
  • Ability to establish rapport and trust with clients and colleagues
  • Good working knowledge of Microsoft Office
20

Manager Client Care Trainee Resume Examples & Samples

  • Leads a team of Client Advisors who are responsible for serving the transactional banking needs of personal and business clients
  • Accountable for leading and coaching the Problem Resolution and Problem Management process within the branch. Coaches team to take ownership of client problems at first point of contact and escalate as appropriate
  • Build and sustain relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes and folios
21

Client Care Manager Resume Examples & Samples

  • Five to seven years of extensive knowledge of financial operations
  • Account/Relationship management experience
  • Experience within a computer software industry
  • Good understanding of the financial industry and federal regulations associated with the industry
  • Must be able to interact with others in a positive, professional manner
  • Excellent teamwork capabilities- ability to work well with all levels of management
  • High level of self-motivation
  • Ability to meet critical deadlines
  • Ability to influence at all levels within the organization
  • Ability to adapt quickly to changing focus/needs
  • Ability to prioritize with strong attention to detail and strong organization skills
  • Ability to multi-task in a very fast-cased environment
  • 25 -50%
22

Client Care Technical Analyst Resume Examples & Samples

  • Ability to work on complex technical issues
  • General knowledge of the Banking/Credit Union Industry preferred
  • Ability to install, configure and troubleshoot client/server software applications, including the following areas
  • Minimum of five years of experience in the information technology field. Preferably in the Banking or Credit Union industry
  • Ability to work extended hours when needed. After hours beeper duty, and extended weekly working hours may be required
  • Minimum of 3 years’ experience in running, configuring and troubleshooting Open Solutions DNA software highly preferred
  • Minimum of 5 years’ experience in deploying technical software/hardware
  • Working knowledge of Windows 2008, 2012 Server and Windows 7 Workstation required
  • Minimum 3 year Oracle experience required
  • PL/SQL or SQL experience required
  • Experience with Citrix Metaframe or thin-client deployment preferred
  • Experience with UNIX (AIX or HP-UX) required
  • Strong analytical skills and the ability to make quick and accurate decisions
  • IIS
  • Advanced Networking Skills preferred
  • Excellent communications skills and the ability to translate highly technical explanations to a non-technical audience
  • Self-Motivated, Self-Starter
  • Ability to build strong relationships with clients and internal stakeholders
  • Excellent written/communication skills
  • Knowledge installing Scanners, Peripheral Devices and Cash Dispenser/Recycler machines
  • Minimum 10%
23

Client Care Resume Examples & Samples

  • Provide information pertaining to a wide range of complex financial planning concepts to existing and prospective clients including estates, tax, retirement planning, investment strategies etc...to bring resolution to issues pertaining to paperwork or outstanding trades and ensuring an exceptional client service experience from beginning to end
  • Adhering to all compliance and regulatory requirements to the highest ethical standards. Reports results to compliance and supervisor
  • Business Retention Strategy execution and implementation- Daily review of Closed Account report – proactive client contact, tracking account loss trends and reports to manager
  • Monthly Audits of outstanding tasks
  • Accepting client trades and instructions over the phone while ensuring these are consistent with client investment profile information
  • Work closely with Investment Funds Advisors on the team to ensure that trade discrepancies are handled in an efficient and accurate manner
  • Maintenance of Dormant Accounts
  • Manage ‘Returned Mail’ and to obtain updated address
  • Take responsibility and ownership in handling of errors and communicating to clients satisfactorily
  • Strong knowledge in administrative process within the financial services industry
  • Excellent technical knowledge of financial products – RSP, RIF, LIRA, RESP etc
  • Excellent knowledge of MS Word, Outlook
  • Good knowledge of Excel
  • Ability to work independently, multi-task and be able to function in a high paced environment
  • Good written and communication skills
  • Well organized and able to deal with multiple tasks and changing priorities
  • Able to work independently and is self-motivated
  • Good problem solver
  • Team player and able to work effectively with staff at all levels
  • Ability to establish rapport and trust with: prospective/existing clients, colleagues and co-workers
  • Ability to clearly communicate complex investment information
  • Demonstrate good judgement and maturity
  • Ability to handle large client volumes and multi-task
  • Must be Mutual Fund Licensed for a minimum of 1 year
  • 2 or more years of progressive experience in the investment industry
  • Must be professional,and have an outgoing, friendly attitude
  • Demonstrate an excellent eye for detail, methodical work habits, and appreciation a high level of client service
24

Client Care Manager Resume Examples & Samples

  • Position will primarily operate with our clients in Puerto Rico. Must be bilingual in English and Spanish
  • Manage key customer accounts to ensure the highest level of customer service and satisfaction
  • Arrange/explore sales opportunities with the financial institutions
  • Communicate with and set Client expectations to build and improve the Client relationship every day
  • Empathize with Client needs and escalate them within Fiserv areas as appropriate
  • Understand the strategic directions of your Clients
  • Be responsible for Client satisfaction and communication, from transition to production support
  • Meet with Clients frequently to review and prioritize open cases and to learn about new developments and plans for their business to identify opportunities for additional revenue and/or services to support customer initiatives
  • Provide strong decision-making on issues
  • Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
  • Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
  • Balance Client needs with business realities
  • Understand the Puerto Rico financial industry, vendors, and regulations
  • Stay current with new product developments and functionality
  • Review release notes and technical documentation to maintain knowledge of product as it relates to specific functionality and related support
  • Collaborate with AE partners on overall client relationship
  • Minimum 5+ years of product support or financial institution experience required
  • Financial Industry expertise
  • DNA and/or Fiserv product experience
  • Previous management or project management experience preferred
  • Must be bilingual English and Spanish
  • Excellent interpersonal, communication skills, time management, decision making and organizational skills required
  • Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
  • Expertise with Microsoft Word, Excel and PowerPoint
  • Light to moderate travel for client visits and internal meetings
25

Manager Client Care-th & Goodwin Resume Examples & Samples

  • Responsible for building team’s skill and capability (supported through Sales Management Routines and coaching to the Perfect CA Experience) in delivering superior client service and everyday banking advice based on client need
  • Experience taking on a leadership role and acting as a mentor to Service or Sales Professionals
  • Sales experience in a retail setting or banking environment will be considered an asset
26

MB Client Care Speciallist Resume Examples & Samples

  • Strong trouble-shooting and problem solving skills
  • Ability to explain underwriting conditions to our customers
  • Minimum of 1 year mortgage processing or underwriting working experience in conventional, FHA and VA financing strongly preferred
  • This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements
  • In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your existing registration as necessary to grant access to and reflect your employment with JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter
27

Manager Client Care-grandview Mall Branch Resume Examples & Samples

  • Successful completion of Manager Client Care Training Program is an asset or equivalent experience at another financial institution
  • People management experience is an asset, preferably in the financial industry
  • Strong sales experience in a retail setting, preferably in the financial industry
  • Experience with emerging communications and technology (i.e., web based meetings, social media, Digital Banking and Mobile Applications )
28

MB Client Care Spec Team Supv Resume Examples & Samples

  • Constant focus on customer service and all process flows that lead to delivering best in class service. Assist with customer escalations, address escalation issues from individuals and coordinate appropriate executive decisions in order to resolve customer concerns
  • Holds every employee on their team accountable for results including compliance to all pertinent regulatory policy. Monitor adherence to all prescribed metrics of performance which include but are not limited to customer satisfaction, cycle times, productivity goals, and pipeline management
  • Ensure policy communication is completed and validate employee understanding of required policy
  • Gives employees honest and clear feedback regarding strengths, opportunities and areas for development. Ensure employees are provided with the appropriate tools to successfully execute their responsibilities. Provides regular coaching and guidance for employees so they can improve their performance
  • Demonstrates the ability to build alignment and commitment within and across functions to achieve common goals. This includes but is not limited to originations, underwriting, support, closing as well as all other communications teams
  • Actively plans for the development of all employees that will strengthen current and future capabilities and enable them to contribute fully. Values continuous learning by fostering a climate for the learning and development of self and others
  • Demonstrates the ability to act in a decisive, urgent and committed way to achieve results
  • Participation in various projects and feedback sessions to positively impact workflow, policies and procedures, system enhancements, etc
  • Four years experience in mortgage loan processing/closing (conventional and government; purchase and refinance) preferred; prior supervisory experience preferred
  • Excellent working knowledge of mortgage originations, specifically mortgage operations
  • Proven ability to lead, coach, and mentor at all position levels. Ability to consistently maintain high performance level especially in stressful situations
  • Consistently acts in a way that is both trustworthy and trusting. Builds and maintains trust with others
  • Solid knowledge of Federal and State regulatory policies and procedures
  • Strong interpersonal skills; the ability to effectively interact with various styles and levels of management and be able to adjust own communication style based on the audience
  • Strong PC skills, including Microsoft Office Suite. Loan Originations Systems experience a plus
  • Knowledge of Fannie Mae, Freddie Mac and Government guidelines preferred
29

Client Care Analyst Resume Examples & Samples

  • Respond and resolve Banking Center, Call Center, and other departments customer service issues
  • Respond in writing to Customer’s correspondence
  • Answer CEO Line calls
  • Answer CCS Direct calls
  • Respond to Passion for Customer action alerts
  • Respond to BSA closure calls
  • A Bachelor’s degree or equivalent professional experience
  • Must have excellent verbal, written communication /interpersonal skills along with strong customer service skills
  • Must be detailed oriented as well as analytical
  • Experience working with bank systems such as Alnova, TSYS and Siebel is extremely helpful
30

Client Care Knowledge Specialist Resume Examples & Samples

  • Meet Service Level Agreements for all Knowledge article creation, updates and approvals
  • Generate and evaluate new/alternative solutions and ideas
  • Provide support/training for Knowledge Base features and functionality including workshops, one-on-one guidance, and troubleshooting
  • Share experiences across communities of practice, business units, and networks on innovative approaches in knowledge sharing, including preparation of case studies
  • Monitor and evaluate the Knowledge Base with benchmarking
  • Present monthly data analytics with recommendations for improvement and assist in implementing those ideas into gains
  • Develop a cadence for communication to the department on updates, changes to Knowledge articles and informative data analytics to support business goals
  • Define scope, recommend measurable plan with a creative solution
  • Analyze trends and present results to clients with insight
  • Ability to translate goals and brand campaign initiatives into measurable value
  • Define clearly measurable frameworks for awareness, maintenance and development
31

Client Care Quality Analyst Resume Examples & Samples

  • Key contact and Subject Matter Expert (SME) for Customer Care Operations as well as internal customers’, responsible for the complete business process lifecycle
  • Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution
  • Serves as single point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed
  • Serves as liaison and escalation point for issues impacting operations in all contact centers
  • Gains and maintains familiarity with contact center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with IT, Telecomm and Operations
  • Participate in the calibration sessions with internal/external clients, and review calls for process and product improvement
  • Work collaboratively with sales or product team to gather, analyze and make recommendations based on customer data that improves the efficiencies and costs
  • Establish and strengthen relationships with business partners
32

Client Care Coordinator Resume Examples & Samples

  • Coordination of resolution of client requests
  • Contract and renewal Management
  • Maintenance of Client and Contract data within internal systems
  • Assessments dates confirmation
33

Client Care Program Analyst Resume Examples & Samples

  • Leading CCC projects that support the consolidation of tools and process flows across the global campuses by taking a lead role in CCC projects that consolidate the CCC tools to unify the global campuses into a scalable global support model. As a Client Care Program Analyst you will collaboratively work to assess the various tools already used as well as those available in the marketplace to help determine which tool positions ELMS for current and future growth. Once the tool is selected the Client Care Program Analyst will collaboratively facilitate the effort taking a lead working role to implement the new tool across the campuses. The facilitation effort will include developing a project plan and managing the progress, working to consolidate the process flows to one unified process flow, training the impacted staff and clients, writing the supporting documentation and supporting the transition to the new tool
  • Researching and responding to challenging client questions that are escalated by the CCC agents relating to the operation and content of ELMS products by unifying and managing multiple technical support calls, prioritizing, and determining the next step; recording thorough case notes; analyzing, researching and responding to cases in a timely manner that may be handled without escalation (e.g., product operation, product content); troubleshooting technical issues via phone and e-mail; working cross-functionally to resolve technical, procedural and operational issues; escalating cases that require additional expertise; following up and driving escalated issues to closure; providing timely responses to business owners, stakeholders and users on issue status and resolution; and translating common issues into “knowledge base” materials to reduce recurring issues and inquiries
  • Develops, maintains, and distributes back office reports by analyzing product usage for performance, success, and volume; providing weekly status reports on all requests received by the Helpdesk group; providing ad-hoc reports to business users upon request; developing and maintaining automated reports
  • Updating and maintaining product and process documentation by collaborating across the business to leverage the collective knowledge and expertise in support of creating, updating and maintaining documentation (e.g., system documentation, support documentation, process documentation, product documentation)
  • Provides training to internal teams and external clients by collaborating with the Training Program Analyst supporting the creation of training materials and/or course development; ensuring all training is sound in terms of structure, logical flow, content coverage, duration and complexity level; ensuring all logistical necessities are met (e.g., location, web connection, materials available); presenting training, responding to questions, and requesting feedback; and customizing and revising the training course/materials to accommodate system advances, feedback/evaluations, and customer needs
  • Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism
  • Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail
  • Working cross-functionally to resolve technical, procedural, or operational issues
  • Data analysis and management
  • Software configuration management
  • Providing consulting services
  • Building and deploying automation
  • Maintaining infrastructure improvement projects
  • Overseeing project personnel, and leading cross-functional teams
  • Creating executive-level content and detailed presentations
  • Working collaboratively with individuals at all levels of the organization
  • Executing to short and long-term plans
  • Managing business partner contracts
  • Creating process documentation
  • Database reporting
  • Scripting and automation
  • Process reengineering
  • Product development
  • Resource optimization
  • Project leadership skills
  • Interpersonal and collaborative skills
  • Prioritization, multitasking and organizational skills
  • English language
34

Client Care, Team Lead Resume Examples & Samples

  • Assists and helps manage the law firm operations team to ensure that law firm e-billing and corporate product questions and problems are handled promptly and effectively
  • Maintains effective communications the management of the LFO to ensure proper sensitivity to the needs of the Law Firm Operations unit
  • Assists in the duties related to hiring, firing, performance reviews and pay reviews of Customer Service staff
  • Works in concert with the LFO management team to establish policies and procedures to provide optimal level of service and promote good relations with law firm customers
  • Analyzes team workflows and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results
  • Assists in the Management of the LFO team activities and assures delivery of service excellence through management of case quality reviews and coverage assignment
  • Works cross-functionally with professional services, engineering and sales to ensure client and law firm success
  • Assists in the Management of established standards and protocols of customer service to assure staff follow these standards. Provides regular monitoring of staff efficiency and effectiveness providing coaching and takes corrective action as needed
  • Seeks regular feedback from staff and customers on how processes and systems can be improved to develop pro-active solutions to problems
  • Acts as adviser to management on organizational improvements to better support the Customer Experience
35

Client Care Concierge Resume Examples & Samples

  • As many clients arrive from out of town, the Health Nucleus Care Concierge will reach out to the client ahead of their visit, assist with hotel recommendations and scheduling and transportation to and from the Health Nucleus
  • The Concierge will be aware of the client’s dietary preferences and needs, and communicate with the Health Nucleus clinical team specifics that will impact the Client’s experience once in the Nucleus
  • The Concierge will be responsible for creating the daily At-A-Glace document used to brief the Nucleus Team each morning on each of the clients
  • The Concierge will prepare the client suite according to client preferences, and on the day of the client’s arrival, the Concierge becomes the client’s on-site key interface to make them feel welcomed and important
  • This individual will coordinate closely with members of the clinical team to ensure timely transitions between testing, as well as ensure continuous room ambience for the client
  • The Concierge will be responsible for ordering the client’s meals as well as providing tray service to the clients during their visit
  • The Concierge will assist in all areas of the Nucleus to ensure that client comfort and satisfaction is exceeded
  • The Concierge might be responsible for interfacing with other members of a client’s work or administrative team while the client is on site
  • Exceptional communication skills with ability to adapt to different audience types
  • Demonstrated ability to work in a highly confidential environment and operate with the utmost discretion
  • Service-oriented approach with ability to discern customer preferences and anticipate customer needs
  • Resourceful problem solver with careful attention to detail and consistent follow-through
  • Previous experience in healthcare and/or hospitality industry
  • Familiarity with HIPAA compliance requirements
  • Strong Microsoft Outlook knowledge
  • Comfortable working with Mac Powerbooks
36

Client Care Analyst Resume Examples & Samples

  • Using advanced listening, probing and comprehension skills, identifies the purpose of the customer contact and initiates protocol for resolution
  • Provides accurate and complete response to customer inquiries
  • Follows established policy to complete end-to-end resolution of customer contact
  • Appropriately documents customer contact, including resolutions, issues and general notes
  • Impacts the customer experience by identifying and reporting trends and offering recommendations for improvements
  • Achieves or exceeds target levels of quality, productivity and performance
  • Responsible for strict adherence to all compliance and regulatory requirements as well as department policies and procedures
  • A minimum of one year of demonstrated success in a customer service or retail banking environment, working with complex issues and/or difficult customer situations
  • Intermediate computer skills are required, including menu-driven software and web-based applications
  • Demonstrated ability to establish an immediate and genuine connection leading to strong customer engagement and satisfaction
  • Detail oriented and analytical, able evaluate information to determine the appropriate course of action
  • Capable of effectively communicating information in a professional manner
  • Results-focused, able to manage multiple tasks simultaneously, prioritizing actions and ensuring resolution
  • Ability to work successfully within a collaborative environment to address client needs and meet departmental goals
37

Senior Manager, Client Care Center Resume Examples & Samples

  • Responsible for the satisfaction of corporate clients, law firms and legal services providers
  • Management of the allocated resources within the Client Care Center including financial and operational performance
  • Performs duties related to hiring, employee development, and performance management of Client Care Center staff
  • Tracks, manages and reports on team performance including the response time, resolution time, and quality of customer service from the Client Care Center
  • Establishes policies and procedures to provide optimal level of service and promote good relations with customers
  • Ensures that established standards and protocols of customer service are followed by staff
  • Provides regular monitoring of staff efficiency and effectiveness, provides coaching and takes corrective action as needed
  • Responsible for departmental and cross-functional process improvement initiatives
  • Management of customer relationships through periods of remediation, acting as a key point of escalation
  • Collaborating cross-functionally with professional services, engineering, product management and sales to ensure client and law firm success
  • A minimum of 5+ years of call center or customer support experience and 2+ years management experience
  • Technical and Client Care background
  • Experience working with Fortune 500 clients
  • Experience with CRM systems
  • Legal industry experience a plus
  • Ability to communicate effectively with individuals at all levels, internally and externally
  • Excellent communication, presentation & writing skills
  • Knowledge of software development and quality assurance practices
38

Client Care Analyst Resume Examples & Samples

  • Under direct supervision, performs varied duties and assignments
  • Knows fundamental concepts, practices and procedures required for position, with awareness of related positions
  • Resolves routine questions or problems, referring complex issues to higher level
  • A minimum of two years of demonstrated success in a customer service or retail banking environment, working with complex issues and/or difficult customer situations
  • Bilingual; English/Spanish
  • Associate or Bachelor’s Degree in Business, Finance or other related field is preferred
  • Direct experience using TSYS, Siebel, Alnova or C-net is strongly preferred
  • This job occasionally requires standing and walking and on rare occasions, may require the ability to balance, bend, stoop, kneel, climb stairs or lift and carry up to 25 pounds
  • Work volume can be unpredictable and interruptions from customers, peers, managers or others may be present
39

Client Care Analyst Resume Examples & Samples

  • With limited supervision, performs essential functions and fulfills direct responsibilities
  • To effect customer retention, has defined authority for un-reviewed action to resolve complaints or fraud situations
  • Has a well-developed knowledge of the concepts, practices and procedures of a particular area of specialization as well as related fields and their effect on own area
  • Refers to policies and procedures in the evaluation and resolution of issues
  • A minimum of four years of demonstrated success in customer service, retail banking or fraud experience, working with complex issues and/or difficult customer situations
40

Client Care Team Manager Resume Examples & Samples

  • Manage all aspects of hiring, coaching, recognition, evaluation and termination of employees
  • Perform monthly one on ones and provide feedback to review performance, phone quality results, and training opportunities
  • Lead team meetings to identify process improvements, department trends, and phone quality feedback
  • Critical thinker to solve complex/difficult issues
  • Willingness to continue to grow as a leader
  • Ability to motivate, direct, and develop team members
  • Strong banking operations knowledge
  • Interpersonal skills
  • Professional
  • Self starter and able to take initiative
  • Excellent verbal/written communication skills
  • Resourceful and solution oriented
  • Calm/patient demeanor
  • Strong research skills
  • Bachelor’s degree or branch and contact center experience minimum four years
  • Two years supervisor experience
  • BBVA Compass systems knowledge (Alnova, TSYS, Remedy)
41

Client Care Representative Resume Examples & Samples

  • Asks necessary questions in order to troubleshoot technical service issues determining root causes of problems and finding appropriate resolutions
  • Introduces and promotes the use of self service options relevant to clients' needs
  • Accurately obtains, documents and confirms client personal information
  • Builds relevant professional relationships with internal contacts
42

Client Care DRO & Analyst Resume Examples & Samples

  • Knowledge of IT system within the enterprise
  • DCG- x86 & Thinkserver product knowledge
  • Experience working with different functional teams within the company
  • Excellent oral and written communications skills
  • Strong knowledge of quality KPI data and the calculation algorithms
  • Analytic related work experience in data modeling, business intelligence and advance analytics
43

Teller / Client Care Representative Resume Examples & Samples

  • Receives checks and cash for deposit, verifies amount, and examines checks for endorsements
  • Places holds on accounts as appropriate
  • Balances currency, coin, and checks in cash drawer at end of shift and compares totaled amounts with data displayed on computer screen. Reports any balance discrepancies
  • Performs outbound calls and set appointments for Branch Sales Leaders and Branch Sales Representatives in accordance with market initiatives and/or branch goals
  • Opens and processes all types of accounts, products, and/or services for customers after consulting with them on their specific needs. Assists customers whenever possible. Refers customer to appropriate business line as needed to ensure customer needs are met
  • Processes transactions from automated teller machine and night depository
  • Maintains work station within BankUnited standards
44

Client Care Representative / Teller Resume Examples & Samples

  • Cashes checks and pays out money after verification of signatures and customer balances
  • Enters customers' transactions into computer to record transactions, and issues computer generated receipts
  • Explains, promotes, refers, or sells Bank products and services such as accounts, loans, traveler’s checks, money orders, and cashier's checks in the branch or via telemarketing
  • Maintains knowledge of current products, policies, procedures and regulations as it relates to position
45

Lead Client Care Rep-sarasota Southside Resume Examples & Samples

  • Ensures that Client Care Representatives adhere to all current policies, procedures and regulations including compliance and security
  • Conducts meetings with Client Care Representatives to discuss branch issues, regulatory updates, and/or to explain procedural changes/practices
  • Participates with Branch Leader/Branch Quality Manager in evaluation of Client Care Representatives’ performance. Participates in corrective action process
  • Serves as back-up for Branch Quality Manager, as needed
46

Client Care Representative Resume Examples & Samples

  • Provide application support to both internal teams and external customers by managing multiple technical support calls, prioritizing, and determining the next step
  • Record thorough case notes; analyzing, researching and responding to cases that may be handled without escalation (e.g., product operation, product content)
  • Troubleshoot technical issues via phone and e-mail (e.g., browser used); working cross-functionality to resolve technical, procedural and operational issues
  • Escalate cases that require additional expertise; following up and driving escalated issues to closure; providing timely responses to business owners, stakeholders and users on issue status and resolution; and translating common issues into “knowledge base” materials to reduce recurring issues and inquiries
  • Bachelor’s Degree; OR, if no degree, 4 years of industry client support experience
  • Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail/Chat
  • Work cross-functionally to resolve technical, procedural, or operational issues
  • Work collaboratively with individuals at all levels of the organization
  • Execute to short and long-term plans
  • Train internal and external customers to mitigate recurring requests for help
  • Create process documentation
  • Process re-engineering
  • Multi-lingual helpful
  • Self-starter, adaptable to change, strong interpersonal and collaborative skills, problem solving and decision making skills, strong written and verbal communication skills, prioritization, multitasking and organizational skills, conflict resolution, presentation skills, strong command of the english language
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft Server products (e.g., Windows Server, SQL, MS Project), CRM Application, Visio, Microsoft Access, BusinessObjects
47

Phca Client Care Representative Resume Examples & Samples

  • Current driver’s license. Must have reliable transportation and insurance
  • Experience providing direct care to clients
  • Extensive telephone use is required
  • Local car travel is required
  • Must read, write and speak fluent English
48

Client Care Technical Analyst, Loan Servicing Resume Examples & Samples

  • Support our clients utilizing our products and services
  • Log, track and manage all incoming calls professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction
  • Understand and manage clients expectations ensuring client priorities and high impact items are addressed in a timely manner
  • Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data
  • Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client
  • Collaborate extensively with internal departments to resolve client issues actively contributing to the effectiveness of the team
  • Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal departments
  • Submit system defects and enhancements to Development with detailed analysis
  • Provide extended hour of support on a scheduled basis and on-call support after hours and weekends as needed
  • Participate in special projects for clients as needed
  • Minimum 3 years Customer Service and/or Call Center experience
  • Minimum 5 years of loan servicing experience
  • Knowledge of remote desktop, VPN, Lync and RAS connections preferred
  • Familiarity with Microsoft Office products
  • Windows NT, 2000 and/or XP experience is a plus
  • Possess high standards of service and the desire to deliver consistently based on client expectations
  • Must possess exceptional interpersonal and organizational skills as well as excellent written and verbal communication skills
  • Work effectively and professionally with others
  • Ability to maintain confidentiality of sensitive customer information
  • Ability to multi-task and be flexible
  • Team player/strong work ethic
  • Critical thinking and creativity
  • Ability to work independently with minimal supervision and as a self starter
49

Client Care Manager Resume Examples & Samples

  • Overall responsibility for a particular designated area or sector as directed by your line manager
  • Effectively participate in the day to day operations of the branch ensuring all practices & processes are in accordance with current legislation and corporate policies and procedures
  • Undertake time sheet processing as required
  • To participate in the escalation rota as directed by your line manager to ensure the out of hours service is fully supported
  • Experience of working within the Healthcare or recruitment industry is essential
  • Sales background is an added advantage as this is a fast paced role
  • Ability to recruit and oversee a team of healthcare workers and conduct supervisions
  • Manage client care packages, including supervising staff and completing reviews
  • Natural sales skills or business acumen
  • Passion to meet and exceed financial targets
  • Clear and concise communication skills
  • Ability to work under pressure and to deadlines
  • Proficient use of IT
  • Be able to demonstrate organisational skills
  • Complete telephone screening and inductions
  • Manage multiple tasks
50

Client Care Representative Resume Examples & Samples

  • Cross-trains on the products and operational processes associated with the Platform and assists clients with related activities
  • Achieves individual referral goals for cross selling of all credit, non-credit and fee income goals
  • Adheres to all current policies, procedures and regulations as it relates to position
  • Responds professionally to customer inquiries or problems
51

Client Care Representative, Lending Services Resume Examples & Samples

  • Must possess 2-3 years of experience in Loan Operations, or related field
  • Must possess 1-2 years of experience in customer service, preferably in the financial industry
  • Must possess strong working knowledge of Microsoft Office Suite
  • Must possess strong analytical, process, and people skills
  • Must possess excellent oral and written communication skills
  • Must possess the ability to work proactively and operate accurately and efficiently in a fast-paced environment with variable deadlines
  • Must possess demonstrated organizational skills and a strong attention to detail
  • Must be able to make sound decisions in ambiguous situations
  • Must be able to provide extraordinary service and have fun!
52

Client Care Representative Resume Examples & Samples

  • Handle client and branch contacts for service or prospective Client inquiries. Identify needs and resolve them appropriately through contact resolution or referral of other Washington Federal resources when required
  • Answer questions and provide information to assist Clients/Branch staff using information resources and knowledge/experience
  • Answer Washington Federal inbound telephone calls and emails; determine needs and transfer caller to appropriate department or individual as required
  • Handle additional tasks when not handling contacts, such as information updates, outbound follow up and special projects
  • Meet or exceed performance standards and metrics to provide a quality experience Washington Federal is proud to provide
53

Client Care Analyst Resume Examples & Samples

  • Answer Digital Bank Operations calls
  • Back up to Written Correspondence Analyst
  • Run reports for department
  • Research and respond to Executive Management questions/cases
  • Back for Digital Bank Operations
54

Senior Head Teller / Lead Client Care Rep Resume Examples & Samples

  • Coordinates operational activities within their authority. Keeps Branch Quality Manager and Branch Sales Leader apprised of all issues
  • Cashes checks and processes deposits; issues and receives negotiable instruments (e.g., official checks, money orders, traveler's checks, savings bonds and foreign currency for exchange)
  • Cross-trains on the products and operational processes associated with the Platform and assists clients with related activities, such as opening accounts, as needed
  • Performs outbound calls and sets appointments for Branch Sales Leaders and Branch Sales Representatives in accordance with market initiatives and/or branch goals
  • Centrally maintains reserve and working supplies of negotiable instruments, including, but not limited to: official checks, money orders, and counter checks
  • Maintains and controls vault cash
  • Works with Branch Quality Manager to address operational exceptions and maintain operational soundness of Teller line
  • Assists Client Care Representatives with identifying and correcting out-of-balance conditions
  • Works with Branch Leader/Branch Quality Manager to develop weekly schedules
55

Lead Client Care Rep-lake Mary Resume Examples & Samples

  • Coordinates workflow and day-to-day operations of Client Care Representatives
  • Achieves individual referral goals through cross selling of all credit, non-credit, and fee income products. Works with Customer Care Representatives to achieve referral goals and track performance
  • Balances out branch to standard cash limit, prepares cash shipments to Federal Reserve intermediary banking institution and reconciles cash general ledger account
  • Advises Branch Leader/Branch Quality Manager of discrepancies from standard operating procedures
  • Takes corrective action on discrepancies
56

Manager, Client Care Resume Examples & Samples

  • Effectively manage, coach and develop a team of client agents
  • Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
  • Communicate expectations, analyze data, prioritize and action individual and team results
  • Oversees organization and prioritization of workload in real time to meet customer requested due dates in conjunction with the Order Control Desk
  • Acts intuitively and proactively to identify & communicate unusual fluctuations in volumes and workload balancing load accordingly in conjunction with the Order Control Desk
  • Deliver service excellence to internal and external customers
  • Knowledge of and ability to perform Performance Management practices
  • 3 to 5 years experience in a management role
  • Excellent interpersonal skills with effective listening, comprehension (written and verbal)
  • Strong communication, negotiation, leadership and mediation skills
  • Ability to act as a catalyst for change and continuous improvement
  • Ability to use data and develop analysis to assess impacts of work
  • Ability to anticipate future obstacles and consider alternate solutions
  • Strong ability to multitask with a high level of adaptability
  • Knowledge of Voice Provisioning Tools
  • Previous position of Leadership/Coaching
  • Knowledge of the current BellAliant collective agreement
  • University Graduate
57

Client Care Lead Resume Examples & Samples

  • Participates in the initial training of team members, continually coaches Support Specialists and provides additional assistance when needed
  • Monitors student calls to observe employee demeanor, technical accuracy, and conformity to company policies
  • Ensures that quality control standards and developed budget guidelines are followed
  • Provides communication and follow up to ensure specialists are fully informed of all new information related to products, procedures, student needs and company related issues, changes or actions
  • Monitors productivity of Support Specialists and generates reports
  • Obtains and evaluates all relevant information to handle and resolve inquiries and complaints when possible
  • Resolves escalated student calls and ensures employees and team positions are completed within established business objectives
  • Strives to ensure specialists provide above and beyond student support within adherence to the company’s goals, mission, and/or promotions
  • Answers overflow support calls and maintains the ability to assist current and prospective online students with inquiries, orders, and requests
  • Remains up-to-date on any company changes relating to or affecting the specialist role, Support department, or its current and prospective students
  • Communicates with programmers regarding bugs and follow-ups to make sure fixes are received and tested
  • Advises upper management on course or product development issues arising from problems identified through specialists or students
  • Carries out managing responsibilities in accordance with the organization's policies and applicable laws
  • Responsibilities include training and coaching employees; planning, assigning, and directing work; addressing complaints and resolving problems
  • Customer service focused
  • Strong engagement and willingness to work in a team environment, while also able to work independently at times
  • Conflict resolution
  • Pronounced judgment to maintain confidentiality of information
  • High School Diploma or equivalent required, Associate or Bachelor degree preferred
  • Computer and software skills (Microsoft Office Suite, CRMs, Internet)
  • Previous leadership experience preferred, but not required
  • Ability to objectively lead a team
  • Bilingual (English and Spanish) preferred, but not required
58

Client Care Generalist, Lending Services Resume Examples & Samples

  • Receive and bring to successful resolution all internal and external client inquiries, requests and problems in a timely and professional manner
  • Maintain current knowledge of lending products, services, systems, and processes in order to provide expert and up-to-date client service
  • Recognize issues that demand escalation, determine the appropriate Bank contact, and act as liaison between the client and relevant group(s) in order to successfully resolve issues
  • Perform duties and responsibilities specific to department functions and activities or as assigned by supervisor
  • Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank
  • One to two years of experience in financial client services
  • Experience in loan operations or related lending, preferred
  • Must possess intermediate working knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint)
  • Knowledge of residential and commercial loan systems and operations, a plus
  • Furthers the First Republic Bank culture and values
  • Proactive individual able to operate efficiently in a fast paced environment
  • Excellent verbal and written communication skills. The ability to communicate effectively with other bank partners and ability to build and maintain effective working relationships with staff at various levels is critical
  • Demonstrated skills in organization and strong attention to detail
  • Quick learner and ability to manage multiple priorities
  • Have fun!
59

Client Care Technical Analyst, Loan Servicing Resume Examples & Samples

  • Plenty of opportunity to learn and grow in a growing and ever changing industry
  • Associates work independently as well as collaborate and interact with experts on the DNA integrated products and services teams. Their individual and group efforts help the company achieve success with client satisfaction
  • Evaluation and analysis by this team is vital to the success of the Open division of Fiserv
  • Align within Client Care Loan Team as a level three support member for cases not resolved by the application analyst team (levels one and two)
  • Perform code level diagnosis whether the software is working as designed or if the client is experiencing a defect or should request an enhancement
  • Proficient understanding of DNA core loan product and able to discuss and advise clients as to the setup, configuration and architecture of the systems
  • Work with other departments in creating client notifications for software issues
  • Interact with Implementation, Development, QA, and Product Management relative to system defects and enhancements
  • Attend special project and release meetings as needed
  • Consult with clients’ technical staff to analyze and understand functions that are automated, client needs, objectives, desired features, and input and output requirements
  • Analyze, define, and document system requirements for data, workflow, logical processes, hardware and operating system environment, and interfaces with other loan systems
  • Provide extended hour support on a scheduled basis
  • Perform other tasks as assigned
  • Minimum of five years’ experience in the information technology field and experience in the financial services industry
  • Ability to read and analyze system code
  • Familiar with code review application software such as SQL Developer, PL/SQL Developer and Microsoft Visual Studio
  • Proven history of exceptional teamwork and interpersonal skills
  • Associates Degree or equivalent experience in software application troubleshooting
  • Knowledge of remote desktop, VPN, Lync
60

Client Care Center Service Specialist Resume Examples & Samples

  • Handle Customer Inquiries via Telephone 90%, Secure Chat 5%, Emails 3%, Rightfax 2%
  • Complete Administrative tier 1 and tier 2 tasks for ATM/Loan Servicing/Online Banking
  • Follow fraud assessment protocol and complete Fraud Monitoring tasks
  • Assure customer inquiries are answered, customer is kept informed and incidents closed meeting Service Level Agreements
  • LanguageLine Solutions
61

Client Care Lead Resume Examples & Samples

  • Provides daily leadership to customer service staff to meet customer expectation
  • Ensures timely processing of customer orders and helps resolves customer disputes
  • Day to day employee management ensuring goals are met, motivating, recognition, coaching, counseling, training, and problem solving
  • Acts as the first point of contact for escalated issues that cannot be resolved by themember services team
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
  • Proactively identifies root causes of issues and makes recommendations for process improvements future state
  • Assists in special projects or assignments as needed by the business
  • Experience managing and developing employees
  • Ability to prioritize and multi-task in a fast paced environment
  • Interest in fitness and training preferred
  • Certified Personal Training (CPT certification) highly desired
  • Minimum of 3 years of customer service
62

Manager, Client Care Resume Examples & Samples

  • Identify opportunities in the business and drive improvements that align with the strategic imperatives
  • Execute on transformation program, influence the changes, ensure theory and practice align
  • Passion for uncovering opportunities and aligning efforts to ensure timely implementation
  • Proficient skills in Excel and PowerPoint
  • Superior analytic thinker, ability to use data to assess impacts of work
  • Builds and maintains good partnerships and networks
  • Proven conflict resolution skills
  • Passion for uncovering opportunities with proposal to optimize and drive improvements
  • Knowledge of Data Provisioning Tools
63

Client Care Professional Resume Examples & Samples

  • You must possess the ability to establish your own priorities - be a self starter
  • You must have the ability to delegate tasks to other Client Care team members
  • You must be able to manage daily contact with internal partners and external clients while completing daily work assignments
  • You must have very good organizational skills that are sufficient to accomplish work by established deadlines; prioritize workloads and make adjustments to meet business needs
  • You will be expected to obtain RRD DSE certification within 2 years
64

Client Care Representative Resume Examples & Samples

  • Bachelor of Science in Animal Science or related field, or compensatory professional experience
  • Minimum of 2 years client service/communication
  • General experience with computer software
  • Knowledge of clinical specimens/testing and medical databases
  • Diagnostic Laboratory Experience
65

Business Analyst Client Care Resume Examples & Samples

  • Strong leadership skills. Must have the ability to lead project teams to analyze, recommend, and implement system solutions
  • Exceptional ability to review large datasets and identify trends, patterns and anomalies
  • Must be relentless as an advocate for Client Care and their ability to serve our Clients
  • Capable of working within a highly collaborative environment
  • Ability to influence key personnel at all levels
  • Strong organizational skills are critical as the selected candidate will be expected to manage multiple projects concurrently
  • Ability to travel stateside and overseas - expectation of a minimum of one week of domestic travel monthly
66

Manager, Account Management & Client Care Resume Examples & Samples

  • Account Manager is Strategically Focused: At a high level – manages the strategic partnership and overall health of accounts who have implemented our Recurring Services-Based solutions. They Monitor All Production Activity
  • Define and monitor business processes in the areas of account management and customer engagement management
  • Develop and execute overall account maintenance support plan across client base
  • Measure customer satisfaction and implement improvements as needed
  • Ensure ongoing support and reporting needs are well defined and meet customer expectations
  • Facilitate the resolution of technical and customer issues and problems
  • Lead a team of Account Administrators who work with clients to
  • Eight years account management / project management experience,7-10 years managing people
  • Bachelor's level degree or equivalent experience required
  • Payments Industry and product knowledge
  • Account Management
  • Strategic planning
  • Strong presentation/communication skillsTechnical product expertise
67

Phca Client Care Supervisor Resume Examples & Samples

  • High School Diploma or equivalent required. Bachelor’s degree preferred
  • Current Certified Nurse Assistance license preferred
  • Two years previous experience providing direct care to clients in a home setting
  • Two – five years supervisory experience preferred
  • Familiar with State and Federal laws pertaining to the industry as well as labor laws
  • Strong communication, interpersonal and organizational skills
68

Client Care Representative Resume Examples & Samples

  • Real passion for customer service
  • Ability to thrive under pressure and remain calm during dispute resolution
  • Strong PC skills, internet savvy, and above average typing skills
  • Self-motivated, self-starting, self-confident
  • Love of problem solving and analysis
  • High sense of urgency and multitasking skills
  • Desire for job joy with ability to have fun
69

Client Care Supervisor Resume Examples & Samples

  • Strategically lead the Client Care team to reach department goals and company vision
  • Manage quality assurance to ensure that the Client Care team’s interactions with clients are positive and adhere to operational guidelines
  • Identifies system and workflow improvements to enhance the team’s efficiency
  • Resolve incoming customer requests or inquiries via telephone, email or live chat and serve as a point of escalation for client resolution
  • Maintain a working knowledge of products, services, and policies within the business and train team members to effectively support the business
  • Guide and review the on-going development and achievement of project work and individual SMART goals
  • Documentation of inquiries and resolutions
  • Provide light technical support for customers
  • Bachelor’s degree is preferred; High school education or equivalent required
  • One to three years of customer service experience
  • Previous call center experience is preferred
  • Previous supervisor experience is preferred
  • Strong leadership and supervisory skills
  • Ability to coach team members and develop future leaders
  • Excellent collaboration and teamwork skills
  • Proven organizational and time management skills
  • Strong attention to detail and ability to solve complex problems
  • Openness to additional responsibilities
  • Ability to work both 10am- 7pm and 12:00 pm-9:00 pm shift
70

Client Care Manager Resume Examples & Samples

  • Ensure production services are consistently delivered as contracted
  • Review and understand the change, incident & problem management processes
  • Participate & represent customer in weekly change review meetings
  • Coordinate outage schedules, change documentation and notification
  • Manage simple change requests; ensure contract changes follow appropriate process
  • Participate as customer advocate in complex project implementations
  • Follow the RCOA process for all Critical problems
  • Report process failures to management
  • Off-hour availability for Critical 1 incidents
  • Act as customer advocate during critical incidents and manage customer communications on Critical 1/Crisis bridges for assigned customers
  • Ensure that critical account management activities such as notifications, critical 1 bridge participation, etc. occur when needed for assigned back up accounts
  • Ensure customer business & processing requirements are documented & socialized
  • Ensure delivery of SLA and incident reports to customer
  • Provide minutes for customer weekly customer care meetings and relationship meetings
71

Client Care Coordinator Resume Examples & Samples

  • Scheduling of home health patients and coordination of clinician assignments under the direction of a clinical supervisor
  • Review of assigned data reports
  • Utilizing computerized scheduling
  • Data entry and telephonic communication skills required
  • Must be able to speak, read, and write English fluently
72

Client Care Analyst Resume Examples & Samples

  • Identify trends
  • Recommend training / coaching needs
  • Recommend streamlining opportunities
  • Bi-Lingual position - Required fluency in Spanish (verbal/written)
  • At least two years BBVA Compass customer contact experience with successful history dealing with complex, irate and difficult customer situations
  • Must have excellent verbal/written communication & interpersonal skills along with superior customer service skills
  • Strong operational knowledge (i.e. process, procedure, compliance, regulatory knowledge, client escalation methodology, and risk mitigation)
  • Analytical thinking coupled with results orientation
  • Candidate will have demonstrated examples and proficiency in: working autonomously (i.e. minimal supervision), root cause identification, problem resolution, and multi-tasking
  • Knowledge and strong understanding of BBVA Compass products and processes
  • Successful candidate must be flexible and perform special assignments as requested by management
73

Client Care Technical Analyst, Senior Resume Examples & Samples

  • Review loan product code and revisions to assist in the analysis of client cases and defects
  • Recreate product defects on test databases and report analysis to Development
  • Ability to explain complex loan software issues with clients and Client Care Support Analysts
  • Utilize debug codes to assist in the resolution of client cases or identification of system defects
  • Write SQL scripts to analyze client data
  • Act as liaison between Client Care Loans, Development and Product Management
  • Participate in ongoing training sessions and conduct informal training with clients and staff
  • Provide extended hour support on a scheduled basis and on-call support after hours and weekends as needed
  • Minimum of five years’ experience in the information technology field and experience in the financial services industry a plus
  • Must possess world class customer service skills and be willing to go above and beyond client expectations
  • Advanced knowledge of DNA Loan products and functionality
  • Associates Degree or equivalent experience in software application troubleshooting Certifications
74

Client Care Representative Resume Examples & Samples

  • Escalate cases that require additional expertise; follow up and drive escalated issues to closure; provide timely responses to business owners, stakeholders and users on issue status and resolution; and translate common issues into "knowledge base" materials to reduce recurring issues and inquiries
  • Bachelor’s degree or 4 years of relevant industry client support experience
  • 2+ years of client-facing application support experience
  • Experience troubleshooting product issues, business requirements, and reporting issues via phone/e-mail/Chat
  • Experience working cross-functionally to resolve technical, procedural, or operational issues
  • Ability to work collaboratively with individuals at all levels of the organization
  • Experience training internal and external customers to mitigate recurring requests for help
  • Experience creating process documentation
  • Experience with process re-engineering
  • Being multi-lingual is a plus
  • Self-starter, adaptable to change, strong interpersonal and collaborative skills, problem solving, prioritization, decision making skills, strong written, presentation and verbal communication skills, multitasking and organizational skills, conflict resolution experience
75

Client Care Representative Resume Examples & Samples

  • Set daily appointments
  • Be a quick learner, able to multi-task and consistently complete all steps in the process
  • Have strong work ethic, be self-motivated and transparent/honest in all activities relating to generating commission
  • Possess an acceptable driving record and valid driver’s license in state of residence
  • A criminal history background check will be conducted prior to beginning employment
  • Clear pre-employment drug screen
76

Client Care Coordinator Resume Examples & Samples

  • Quote new/repeat cable/harness electro-mechanical assemblies
  • Take initiative in identifying potential missing items that effect quote completion; prints, bill of materials, spec-s, tooling compatibility / cross parts
  • Work closely with internal teams to resolve customer related document issues
  • Quote all parts using approved Customer AVL supplier list, including copy exact rules
  • Website searches, including analysis using company stock
  • Analyze repeat quotes for labor, supplier stock status & bill of material issues
  • Data entry on all completed quotes using excel & quote database
  • Provide estimated quote completion by updating customer service team and status daily reports
  • Quote submittal on time to need date and all data double checked for accuracy
  • Bachelor-s degree in a business-related field or equivalent preferred
  • 3+ years- experience in a similar role in either a quoting or pricing team, using simple assembly bill of materials
  • Possess working knowledge of manufacturing processes related to cables/harnesses & electro-mechanical assemblies. On hand knowledge of reviewing procedures for estimating cost for manufacturing. Must be able to read bills of materials, schematics, procedures & spec-s
  • Proficient in Microsoft Excel
  • Well organized and able to consistently meet stringent deadlines for quote completion while working with minimal supervision
  • Ability to follow instructions and execute on assigned duties while working multiple customer quotes. Work with minimum supervision
  • Perform effectively and efficiently under pressure in a dynamic, fast paced working environment
  • Able to follow instructions and execute on assigned duties
  • Good judgment with the ability to make timely and sound decisions
  • Collaborative team member, self-starter & motivated
  • Website searches, including analysis using NPI stock
77

Client Care Professional Resume Examples & Samples

  • You will be lead service professional on behalf of customers and sales. This may include leading conference calls, webinars, qbr reviews
  • You will be engaging internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of the customers’ products. This position is expected to handle complex customer work
  • You may make suggestions to customers regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company
  • You will be expected to provide quality review on your own and for other client care support/associates/professionals to ensure all information is accounted for and accurate before commencement of production
  • You will ensure job instructions are verified and change notices processed (including pricing and quotes) in the various manufacturing systems
  • You will lead the Corrective Action process on behalf of sales/customer which includes investigative root cause and actionable improvements. You may make recommendations to management on appropriate response to issues that are in the best interest of the customer and the company
  • You are expected to verify composition or perform copy prep, as needed for order processing purposes
  • You will be responsible for coordinating corrections and/or changes that occur during work-in process through written and/or verbal instructions
  • You will be expected to lead efforts to provide process documentation, workflows and job aids for internal and external purposes
  • You may be expected to train and mentor other Client Care positions
  • You must be able to manage daily contact with internal and external customers while completing daily work assignments