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Job Title: Operations Customer Resolution Specialist
Job Location: MD: Laurel
Pay Rate: Open
Job Length: full time
Start Date: 2008-03-30
Company Name: Chevy Chase Bank
Contact: HR
Phone: email only please
Fax: email only please
Description: Operations Customer Resolution Specialist Position Number:
44668016 Laurel, MD posted 03/28/08 Requirements The Customer Resolution
Specialist is responsible for ensuring all customer requests are fulfilled
according to SLAs and accuracy guidelines set for the department. These
requests include, but are not limited to, account maintenance, stop
payment follow-up, lost/stolen ATM/Check Cards, financial transactions and
fee reversals, check orders and return orders. The position works to
resolve all quality issues identified with ATM/check card, account
signature card and address change requests. The Customer Resolution
Specialist is expected to learn all areas of the department and provide
customers or other staff with sup****t regarding the various tasks handled
within the department.
DUTIES AND RESPONSIBILITIES:
Retrieve, print and balance batch eforms and emails according to
established procedures ensuring all eforms and emails in the batch are
accounted for.
Review and work to resolve all ATM/Check Card maintenance requests, New
Account and Update Signature cards, address change requests identified for
reject due to missing information, authorization or other form errors.
Prepare follow up correspondence for customers inquiry/disposition.
Receives, reviews for completeness and processes all Clarke American check
order requests in a timely manner.
Receives returned check orders from Clarke American and researches for any
missing or incorrect information then provides updated information for
check printing purposes.
Requests and receives Internet re****t from Clarke American address
changes. Reviews change requests and takes appropriate action to update
customer and account records.
Receives, reviews and processes do***ents requesting to establish a
relation****p for Pre-Authorized Wires.
Receives and records phone requests for Pre-Authorized Wires. Communicates
with customers to research and/or resolve requests/discrepancies through
the delivery of high quality service.
Prepares wire transfer forms and submits for the appropriate approval.
Retrieves, reviews and works to resolve all CPS requests meeting any and
all deadlines.
Reviews, identifies, logs and returns ATM/Check Card, signature cards and
address change requests to customers to obtain clarification and proper
do***entation.
Collates and distributes Stop Payments and Address change letters.
Prepares follow up letter to new customer to complete the account opening
process when customers have not returned paper work or funded account.
Ensure the timely and accurate processing of signature cards mailed and
received.
Attend and successfully complete Compliance Training cl***** to remain
current with all bank compliance regulations.
Remain current on company and departmental policies and procedures making
recommendations for updates or changes as needed.
Complete individual daily/weekly production log.
Carry out other duties as assigned.
JOB REQUIREMENTS: Skills/Abilities:
The Customer Resolution Specialist must be well organized with good oral
and written communication skills, have the ability to problem solve and
pay close attention to detail. Must be able to communicate effectively
with customers to resolve complex account and related products problems.
This individual needs to be flexible to work on special projects in a fast
pace environment thought out the year meeting various deadlines. Should
have a basic knowledge of spreadsheets, word processing, and databases.
EXPERIENCE:
Minimum two years banking and customer service experience is required.
EDUCATION:
High School Diploma
Chevy Chase Bank and its affiliates maintain a drug-free work environment.
EOE, M/F/D/V.
Please refer to Job code chevychasebank-24538 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit
http://www.jobcircle.com/classifieds/1259995.html?source=ng
to apply
online.
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For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
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