Treasury Solutions Client Advocate I

BankUnited, N. A.; Florida; On-site; USD 40,000 - 60,000; Full time

Job summary

BankUnited, N. A. seeks a Client Advocate I to service Treasury Solutions clients, handling calls, emails, chats, and other inquiries with timely, professional responses and proper routing. The role requires ownership of unresolved issues and coordination with other divisions to ensure a superior client experience.

Ideal candidates have a Bachelor's degree and some call center/treasury product exposure, with an emphasis on empathy, accuracy, and adherence to applicable laws and policies.

Qualifications

• Bachelor's degree preferred.
• 1 year of call center experience; 2+ years in Commercial products preferred.
• 1 year Treasury Solutions / Treasury Management / Cash Management products experience preferred.
• Knowledge of Treasury Management / Solutions' core products required.

Responsibilities

• Respond to inquiries via calls, emails, chats and other channels to resolve issues.
• Provide prompt, accurate service and follow up as needed.
• Own unresolved problems until proper handoff or resolution occurs.
• Escalate to Level II/III within Treasury Solutions as appropriate.
• Ensure exceptional service and client experience for Treasury Solutions clients.
• Coordinate with BankUnited divisions for misdirected calls.
• Review communications and route to the appropriate division.
• Display empathy and actively listen to client concerns.
• Comply with laws and bank policies, including AML-related requirements.

Skills

Empathy

Active listening

Communication

Treasury knowledge

Bilingual (optional)

Education

Bachelor's degree

Job description

JOB SUMMARY: The Client Advocate I is responsible for servicing incoming inquiries for Treasury Solutions' clients. The Client Advocate I position takes incoming calls, responds to emails, chats, and other channels of communication to resolve issues or reply to inquiries for Treasury Solutions' clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Represents Treasury Solutions appropriately including being prompt and accurate with all responses and following up when necessary with the correct responses.
• Furnishes prompt, efficient, and accurate service while servicing customer inquiries.
• Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs.
• Escalates to Level II and Level III as appropriate, communicating within the Treasury Solutions' Division.
• Ensures that Treasury Solutions' clients receive an exceptional level of service creating the ultimate client experience.
• Works, when necessary, with other divisions within BankUnited for any calls misdirected to the Treasury Solutions' support line.
• Assists with clerical and other department tasks as needed.
• Reviews customer emails, chats, and other form of client communication, while writing timely and professional responses to their questions or routes them to the appropriate division as needed.
• Display empathy with the clients by actively listening to their concerns, reflecting back their emotions, and summarizing their main points.
• 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

• Bachelor's Degree preferred.

Experience

• 1 year of call center experience including at least 2 years of Commercial products experience preferred.
• 1 year Treasury Solutions / Treasury Management / Cash Management products experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of Treasury Management / Solutions' core products is a requirement.
• Bilingual candidates preferred but not required.

Additional Information

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

Who We Are

Why BankUnited?

Resources

Employer Privacy Policy

ADP Privacy Statement

Artificial Intelligence

Google Privacy Policy

Google Terms of Service

BankUnited is an Equal Opportunity Employer. BankUnited does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.