TM Product Support Specialist II

Overview

Description

Prior business banking experience required.

Salary commensurate with experience, ranging from $50,000 to $60,000 annually. The exact compensation may vary based on relevant experience, skills, education, training, licensure and certifications, and location.

All applicants need to attach a recent resume. This is a remote role.

• Onboard all TM products working with the TM Sales and TM Operations teams.
• Adhere to all policies and procedures regarding TM products and their temporary and permanent approvals.
• Assist customers with any TM products including Bridge Business Connect, Remote Deposit, Wire and ACH Processing.
• Use problem solving methods to listen, empathize, apologize, react, and notify the customer of a solution.
• Answer inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Convey information to customers in a clear, compelling way that will positively influence their thoughts and actions.
• Sell additional services by recognizing opportunities to up-sell accounts; explain new features.
• Answer all inquiries regarding the TM Department’s service/product promotions and advertisements.
• Protect confidential customer information and ensure that customer identity is always certain, in compliance with Call Center work procedures.
• Monitor for suspicious account activity and take necessary action to mitigate risk to protect Dime and our customers from potential loss.
• Fulfill all assigned responsibilities as described in applicable operational procedures with minimal supervision.
• Maintain knowledge of and comply with regulations including overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC.
• Seek opportunities to enhance knowledge of Dime’s products and services as well as solutions to satisfy customer needs.

• Assist with scheduling of the TM Service Team, which includes any overtime on Friday evenings and Saturdays.
• Handle the higher level of service for all TM products with ease and confidence.
• Provide training of TM products to TM Product Support Specialist I staff.
• Provide guidance and authority of the TM Service team.
• Be able to handle any internal team conflicts with quick and amenable resolutions.
• Manage the Sharepoint ticket system. Delegate to other members of the team when needed due to volume or absences.
• Be a point person for any issues that need escalating.
• Manage the follow up of issues that have been distributed to other departments.
• Continuously provide information to team members and assure their understanding of the subjects.
• Maintain open communications with the TM Sales team of any issues or changes that would impact their daily contact with customers or responsibilities.

• High School Diploma or equivalent.
• Prior business banking experience required.
• Strong computer skills required (Microsoft Office including Outlook, Word, Excel, and PowerPoint).