Job Description:

JOB DESCRIPTION:

This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.

Line of Business Job Description:

The National Service and Solutions (NS&S) organization delivers high quality client care for clients experiencing difficult life events and for complex situations involving high risks, multiple products, and unique client needs. NS&S is committed to continuous improvement of their processes and skill development for their employees.

• Assists peers and leadership with resolving complex, time sensitive exceptions
• Handles escalations received from business partners by providing clean concise communication through email and phone
• Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Documents actions taken on behalf of the client
• Delivers a positive client experience based on one of the enterprise Client Care pillars - Get it Right - to ensure accurate processing the first time
• Independently manages a work queue according to deadlines and deliverables dictated by service level agreement timelines, taxing authority deadlines, or business procedures
• Determines if each request is valid and identifies the process needed to fulfill the request
• Makes reasonable decisions about how to fulfill requests based on balancing the request of the customer with bank guidelines that maximize client satisfaction while minimizing bank risks and penalties
• Executes the intricate process to fulfill the request using multiple systems and correcting for out of balance and out of compliance scenarios as directed by the product or by regulations governing the product transactions
• Accurately documents activity and responds to partners using proper business formats and grammar/spelling/punctuation
• As each team member gains expertise, team members assist each other with challenging scenarios, conduct procedure reviews, may provide information for project teams and other activities as requestedDuring every document review, a Research & Adjustment Representative:

• Delivers a positive client experience based on enterprise Client Care pillars - Take Ownership, Act with Empathy, Make it Easy, Get it Right
• Gains a full understanding of the client's situation and options for meeting the client's needs by carefully reviewing existing accounts, information submitted by the FC partner and supporting documents using multiple systems
• Provides a recommended course of action that is compliant with all guidelines and is in the client's best interest
• Maintains adherence to service level agreements and all laws, rules and regulations

• 1+ years of experience working with clients and handling difficult client situation in a service setting such as banking, food service, retail, sales etc.
• Basic understanding of banking product and operations
• Ability to read and comprehend legal documents to ensure guidelines are met
• Ability to closely follow complicated procedures that contain guidance regarding document acceptability, including those procedures that are state-specific.
• Strong, accurate written communication skills to clearly document activity in proper business writing in systems of record and in correspondence with others
• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Ability to leverage multiple software applications to execute an intricate process
• Ability to remain current with iterative software and process updates

• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Pipeline Management
• Research
• Active Listening
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management