Customer Service Representative III

JOB SUMMARY: This position is responsible for processing customer transactions and researching and resolving customer inquiries with a high level of expertise. A Customer Service Representative III must also maintain productivity and quality scores that are well above minimum standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Offers Service that makes a difference.
• Serves as an escalation point for customer contacts that may require additional research.
• Furnishes prompt, efficient and accurate service while servicing loans and/or consumer bank inquiries.
• Ensures that all clients receive an exceptional level of service by meeting and/or exceeding established guidelines and SLA's.
• Cross-sells products or refers to appropriate business line to ensure customer needs are met.
• Maintains positive relationships and rapport with internal and external customers.
• Demonstrates the ability to service all customers calling BankUnited
• Reviews customer emails and writes timely and professional responses to their questions or routes them to the appropriate departments.
• Monitors SLA's of all assigned task to ensure adherence.
• Assists with clerical tasks as well as fulfillment as needed.
• Must be able work flexible schedules to ensure suitable skill coverage when required by management.
• Able to perform a "One Call Resolution" and taking initiative in problem solving situations.
• Serves as a buddy banker as well as peer assisting.
• Consistently exhibits leadership aspirations.
• Provides prompt resolution to Business customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
• Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs.
• Develops collaborative partnerships with other business lines within the Bank.
• Maintains an understanding of all current financial products, policies, procedures, regulations and compliance guidelines and adheres to same.
• Handles customer queries, special requests and problem resolution.
• Handles complex calls and provide a timely resolution.
• 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.

QUALIFICATIONS

Education

• HS Diploma or equivalent required

Experience

• 4-6 Years of Call Center or Customer Service experience preferred
• Retail Banking and Business Products required
• Sales experience preferred

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.