Business Service Center Advocate

Summary

The Business Service Center Service Team is committed to delivering an exceptional customer experience by providing comprehensive support for Treasury Management products and services. This role serves as a key point of contact for both business clients and internal partners, ensuring timely issue resolution, product knowledge support, and high-quality service delivery.

• Support all Treasury Management products, including Commercial Online Banking, Lock Box Services, Cash Vault, Remote Deposit Capture, Positive Pay, Wires, and ACH Origination
• Respond to inquiries regarding bank products and services from business and Treasury Management clients, as well as internal partners such as Treasury Management Officers, Branch Staff, and other departments
• Maintain current knowledge of departmental products, services, policies, and procedures
• Research and resolve issues of varying complexity using account analysis, internal systems, and available support resources
• Escalate requests requiring advanced expertise or additional authority in accordance with department guidelines
• Manage incoming call volume, which may be high during peak periods, while delivering professional, accurate, and service-focused responses
• Educate clients and internal employees on system functionality and product capabilities
• Take full ownership of issue resolution from initial contact through final resolution, ensuring a seamless and positive service experience