Customer Care Professional

We are seeking a detail-oriented and customer-focused professional to join our Banking Operations team. In this role, you will be responsible for reviewing high-risk pending applications, providing exceptional support for checking, lending, and non-card products, and ensuring compliance with regulatory requirements. You will work in a fast-paced, metrics-driven environment, handling complex customer inquiries, conducting research, resolving escalated issues, and delivering timely, accurate solutions while meeting Reg B service level agreements (SLAs).

The ideal candidate has a strong background in Banking Operations or New Accounts, with at least two years of relevant experience and a proven ability to manage multiple systems and priorities simultaneously. Experience in fraud or high-risk account review is highly preferred. Success in this role requires strong analytical, communication, and problem-solving skills, along with the ability to collaborate effectively across business units, adapt to change, identify process improvements, and consistently deliver an outstanding customer experience in complex servicing scenarios.

Responsibilities include, but are not limited to:​

• Work high risk pended applications and ensuring adherence to Reg B SLAs.
• Elevated research, servicing, remediation, and support for our checking, lending, and non-card products.
• Provide extraordinary customer care by responding to questions raised via phone concerning checking accounts / lending products in a fast-paced, structured customer care environment.
• Handle all decision objection related calls
• Work research cases and close loop with customers.
• Adhere to all Regulatory and Compliance guidelines related to service practices.

• Proven success in a Banking Operations or New Accounts role (two years +) 
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a web-based environment 
• One+ years' experience in Fraud/ high risk account review preferred 
• Ability to analyze and suggest process improvements 
• Excellent verbal and written communications and able to work cross functionally with other Business Units 
• Proven ability to navigate working on multiple systems simultaneously 
• Proven ability to manage change and continuous learning 
• Proven ability to connect with customers through complex servicing scenarios ensuring to deliver extraordinary service