Treasury Solutions Client Advocate I

BankUnited; Miami (FL); Hybrid; USD 42,000 - 55,000; Full time

Job summary

BankUnited is seeking a Client Advocate I to service Treasury Solutions clients via phone, email, chat, and other channels. The role focuses on timely, accurate responses, issue ownership, and proper handoffs while maintaining compliance with AML and BSA requirements.

The position requires knowledge of Treasury Solutions' core products, strong communication skills, and a willingness to work cross-functionally with other divisions to ensure an exceptional client experience.

Qualifications

• Bachelor's degree preferred.
• 1 year of call center experience including 2+ years of Commercial products experience preferred.
• 1 year Treasury Solutions / Treasury Management / Cash Management products experience preferred.

Responsibilities

• Handle incoming inquiries via calls, emails, chats, and other channels for Treasury Solutions clients.
• Provide prompt, accurate, and empathetic responses and proper handoffs/escalations when needed.
• Resolve issues and follow up to ensure client satisfaction and resolve.
• Escalate to Level II/III as appropriate within Treasury Solutions' division.
• Review and respond to client communications professionally and routing as needed.
• Adhere to applicable laws and Bank policies, including AML and BSA requirements.

Skills

Treasury management knowledge

Customer service

Communication skills

Bilingual (preferred)

Education

Bachelor's degree preferred

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.

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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.