Specialist

Job Description

Responsible for the day-to-day coverage of customer account maintenance processes including but not limited to, document upload, correspondence, call and case monitoring Ensures all accounts in assigned lists are managed accurately and within agreed service levels. Documents all service efforts for each assigned account in accordance with established procedures and compliance policies Meets established goals for all metrics, including case quality and productivity by focusing on maximizing service to customers Recognizes that quality is measured through case auditing Communicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards Completes ongoing Compliance and remedial training as scheduled Understands Operational Risks Pro-actively identifies any new issues or risks Participates in projects to drive operational excellence Works collaboratively within the team and in accordance with the One GS culture. Skills Must be self-directed, detail oriented, have a positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers Good interpersonal and negotiation skills Excellent written and oral communication skills and ability to adapt style and approach to the audience and message to be delivered Good problem-solving skills Adaptable, high-energy levels and desire to help others Good team player Good analytical and problem-solving skills with a view to support changes to processes Basic Qualifications Graduate 1 - 3.5 years of relevant experience in administrative roles preferably in retail banking Experience in delivery of customer service