Treasury Solutions Client Advocate Team Lead

Remote opportunity in Florida.

SUMMARY: The Client Advocacy Team Lead is responsible for leading, growing, training and innovating for Treasury Solutions Client Advocacy. The goal is to put our clients first and provide them with a best in class engagement with their financial institution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Represents Treasury Solutions appropriately including being prompt and accurate with all responses and following up when necessary with the correct responses.
• Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs.
• Escalates to Product Team or Subject Matter Expert as needed.
• Ensures that Treasury Solutions clients receive an exceptional level of service creating the ultimate client experience.
• Works, when necessary, with other divisions within BankUnited for any calls misdirected to the Treasury Solutions support line.
• Assists with clerical and other department tasks as needed.
• Reviews customer emails and writes timely and professional responses to their questions or routes them to the appropriate divisions as needed.
• Displays empathy with the clients by actively listening to their concerns, reflecting back their emotions, and summarizing their main points.
• Demonstrates ability to leading/communication/organizing a team.
• Demonstrate a Client-Centric business Acumen with an emphasis of the supported market segments.
• Builds rapport with Internal/External clients.
• Sees projects to completion, while maintaining accountability to resolutions.
• Client Research Requests (Nautilus, Aperio, BFS, and other bank applications.)
• Display proficiency in Remote Deposit (Install/Diagnose), Wires (Including Domestic, International, and FX), ACH (NACHA Files and Constructed), Online Platform (Reporting, Navigation, User Entitlements, and general inquiries).
• Demonstrates a clear understanding of our anti-fraud products such as Payee Positive Pay (Mapping Files & Assisting with uploads) and ACH Alerts (Debits & Credits.)
• Responsible for providing comprehensive client training with supporting guides where applicable.
• Ownership of complex trainings which may have multiple steps & work with multiple vendors through to completion.
• Remote Official Check (Install & Diagnose Issues).
• Commercial Center (BAI, Positive Pay, Wires, and ACH).
• E-Sam (Sub-Acct opening/liquidating).
• Responsible for leading a client centric team providing best in class service while striving toward single call resolution.
• Interviews and trains new hires.
• Manages the call queue and load balances with resources to ensure clients are assisted quickly and effectively.
• Responsible for special projects, system enhancements and creating efficiencies for constantly transform team to be the best it can be.
• Creatively innovates with delighting the customer the center of the strategy.
• Manages team's overtime by efficiently load balancing and setting OT expectations.
• Creates scripts and procedures for the team, providing clear employee expectations.
• Regularly checks in with his team, communicates goals and updates to be sure the team is informed.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

HS Diploma required Bachelor's Degree preferred.

EXPERIENCE

• 5+ years of Call Center experience including at least 3 years of Commercial products experience required.
• 5+ years of Treasury Solutions/Treasury Management/Cash Management products experience required.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of Treasury Management/Solutions' core products is a requirement.
• Bilingual candidates preferred but not required.
• Solutions-oriented when resolving client issues.
• Clear & effective communicator written and oral.
• Proficient in nCino & other internal applications.
• Ability to identify resourcing needs and provide comprehensive data to support staffing requests.