Join our team to shape the future of client service in Commercial Real Estate. Bring your expertise to deliver outstanding experiences and unlock your potential for career growth.

As a Contact Center Analyst in the Commercial Real Estate team, you will provide exceptional client service through a dedicated phone line. You will address client concerns related to treasury products, ensuring high-quality service and fostering strong client relationships. Reporting to a Contact Center Manager, you will collaborate with various teams to deliver a superior client experience.

Job Responsibilities:

Answer incoming calls from internal and external clients, focusing on high-quality, professional service and one-call resolution.Provide clear and concise responses to client inquiries via phone and email.Serve as a liaison between clients, Relationship Managers, Operations, Treasury, and Loan Servicing teams to ensure seamless service delivery.Build and maintain a high level of knowledge of commercial treasury products and services.Prioritize daily workload to maximize productivity utilizing time management and organizational skills.Analyze and interpret transactions, statements, and documents to provide accurate inquiry resolution.Identify and control risks to prevent fraudulent account behavior and potential fraud exposure.Ensure compliance with relevant banking regulations and data security standards.Identify process initiatives and services that may benefit clients and improve overall relationship profitability and participate in special projects and initiatives as assigned by the leadership team.Demonstrate exemplary teamwork skills by maintaining a professional, positive, and supportive attitude.Work independently with supervision and escalate complex issues as necessary to resolve client requests in a timely manner.

Required qualifications, capabilities, and skills:

Excellent communication skills, both written and verbal, with a clear and positive telephone manner.Drive for client focus with a sense of urgency and service excellence.Strong problem-solving and troubleshooting skills.Ability to work in a fast-paced, constantly evolving environment and adapt to shifting schedules.Self-driven, eager to learn, and capable of working independently and as part of a team.Strong understanding of US banking and regulatory requirements around data security and data protection.

Preferred qualifications, capabilities, and skills:

College degree preferred, or equivalent work experience.