Treasury Solutions Client Advocate II

SUMMARY: The Client Advocate II is responsible for servicing incoming inquiries for Treasury Solutions' clients as well as handling escalation issues. The Client Advocate II position takes incoming calls, responds to emails, answers chats, and other channels of communication. The Client Advocate II also answers questions as well as resolving more complex issues for Treasury Solutions' clients. The Client Advocate II position handles SLA customer issues as well as coordinates with level I team members to resolve escalated customer issues.

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 Level III as appropriate, communicating within the Treasury Solutions Division.
• 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.
• Demonstrate a Client-Centric business Acumen with an emphasis of the supported market segment.
• 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.
• Demonstrate a clear understanding of our anti-fraud products such as Payee Positive Pay (Mapping Files & Assisting with uploads) and ACH Alerts (Debits & Credits.)
• 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

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

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of Treasury Solutions/Treasury Management 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.