Qualifications, Skills and Abilities
Associated Degree required, Bachelors Degree preferred
3+ years of banking experience required, credit card operations experience preferred
High level of computer proficiency. Must be able to learn, understand and apply new technologies
Strong decision making skills and the ability to take the lead
Excellent communication skills, both verbal and written, to effectively interpret, explain and respond to complex card servicing issues
Strong analytical skills and attention to detail
Ability to adapt to shifting priorities, demands, and timelines
The primary function of a Client Service Specialist - Purchase Card is to provide high-quality customer service to all Purchasing Card clients. Highly developed sense of integrity and commitment to customer satisfaction is required to plan, prioritize, and organize diversified workloads. The Client Service Leader will build and maintain solid customer relationships by providing superior customer support primarily via telephone & email, occasionally in person.
Support overall goal of achieving high caliber client service and support
Assume overall responsibility of service relationship with clients on an ongoing basis following initial on-boarding and training.
Assist purchase card clients with account inquiries, servicing needs and issue resolution while maintaining operational proficiency
Must learn, master and act as subject matter expert on required computer systems to effectively educate clients on the features and benefits of the operating systems
Responsible for taking ownership of complex card servicing issues to research, resolve and provide accurate resolution in a timely manner
Effectively recognize and escalate issues where client retention is at risk.
Act as a customer advocate by making formal requests for enhancements
Work collaboratively to build and maintain productive working relationships with First Niagara team members across other departments to make sure customer needs are met and inquiries are resolved
Identify and escalate trends or priority issues
Must adhere to pertinent laws, regulations, First Niagara's Compliance Policy and external compliance requirements