Treasury Solutions Client Advocate I

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 include the following. Other duties and special projects may be assigned.

• 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.

EDUCATION

HS Diploma required, 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.