Payment Operations Specialist II

Wire Analyst provides support for activities in Commercial Operations with an emphasis on operational excellence and superior customer service. Provides support for processes and documentation. Contributes ideas  based on operational and customer needs. Supports  efforts in streamlining  operations and improve customer service. Support process improvement activity and a culture of continuous improvement. Exhibits strong customer service attitudes and values. Identify and escalate risk where appropriate. Complies with processes as documented. Provides assistance to colleagues and/or customers regarding processes.  Develops and maintain effective working relationships with peers. Identifies opportunities that add value to the business objectives and enhance the customer experience. Supports an environment of cooperation and change. Recognizes need to escalate issues to a higher level. Operates effectively in a customer oriented environment and works well in a team environment.

This role responds to diverse incoming customer requests regarding account activity and account related services in conformance with policy, procedures, and service quality standards offering appropriate solution options.  This role will assist high profile customers with sending high dollar, high risk domestic and international wire transfers and will assist customers with activating wire authentication PINs, perform due diligence call backs to customers to validate wire instructions and process ad hoc research requests on behalf of customers. Offer appropriate sales options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship.  The Wire Transfer Associate must adhere to all internal risk policies as well as all federal and international laws and regulations all while providing exceptional customer service. 

Responsibilities:

• Answer customer calls in a phone bank/call center environment 
• Data Entry of payment instructions 
• Performing payment instruction validation, activation of customer PINs 
• Converting USD to FX when appropriate 
• Outbound calling to customers.
• Customer Service - Proficient in customer service experience (1-2 years).  Experience servicing customers through the telephony channel. Specifically any experience with utilizing VRU’s or any other phone technology as well as authenticating customers over the phone. 
• Experience in supporting customers in Retail and Commercial Banking. 
• Experience typing/data entry skills 
• Superior communication skills 
• Intermediate level PC skills required to include Microsoft Office Suite.

Education:

• High School or Equivalent (GED) Required.  Associate Degree Preferred. 1 year of experience in lieu of degree.

 Hours & Work Schedule

Hours per Week:  40

Work Schedule: 9am-5pm, 4 days on-site, 1 day remote