Senior Servicing Support Specialist

Servicing Support Specialist Sr
The Senior Servicing Support Specialist plays a critical role in delivering exceptional customer service by collaborating with internal partners and supporting financial centers. Acting as a subject matter expert, this position handles escalated inquiries and provides guidance on bank policies, procedures, and operational processes. Additionally, the Sr. Specialist supports transformational initiatives, training, and process improvements to enhance operational efficiency and client experience

Key Responsibilities and Duties

• Serves as the primary point of contact for financial centers and contact centers, offering expert guidance on operational procedures and best practices.
• Leads the resolution of complex operational issues by collaborating with cross-functional teams to implement effective solutions.
• Manages and resolves escalated client disputes related to accounts, ensuring compliance with company policies and regulatory standards while maintaining high client satisfaction.
• Assists with account opening and servicing processes, ensuring adherence to all regulatory and documentation requirements.
• Provides solutions to client, branch, and banking inquiries, such as, but not limited to account maintenance, reversals, and posting restriction removals, assisting on escalated issues.
• Offers guidance to financial centers to enhance their skills in client interaction and operational processes.
• Acts as a subject matter expert on transformational and operational initiatives, supporting change management efforts.
• Contributes to the development, implementation, and execution of future process changes aligned with bank policies and procedures.
• Assists management with training, guidance and mentorship support to team members to ensure adherence to company policies, procedures and regulatory requirements.

Minimum Qualifications

• 5+ years of experience working in a financial center or similar banking environment.
• 3+ years of client-facing customer service experience involving direct customer interactions and issue resolution.
• Demonstrated ability to conduct comprehensive reviews of account documentation to ensure accuracy, completeness, and compliance with regulatory requirements, including Know Your Customer (KYC), Customer Identification Program (CIP), FFIEC guidelines, and OFAC regulations for Non-Resident Alien (NRA) clients.
• Ability to identify, research, and resolve General Ledger (GL) differences and branch balancing issues to ensure accuracy and compliance with internal financial controls.

Preferred Qualifications

• 2+ years of experience in banking operations or back-office operations, with an understanding of workflow processes and operational controls.
• Strong knowledge of call center environments, including high volume support, service-level expectations, and escalation procedures.
• Demonstrated expertise in dispute handling, including end to end case management and resolution best practices.
• Solid understanding of Regulation E (Reg E), including error resolution requirements and consumer protection standards.
• Working knowledge of NACHA rules and procedures, particularly those related to ACH processing, returns, and exceptions.
• Demonstrated ability to manage competing priorities while maintaining high accuracy and attention to detail.

Role Specific Work Experience

• 2+ Years Required; 3+ Years Preferred

Educational Requirements

• University (Degree) Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
6IC