Research and Adjustment Rep III - National Service & Solutions
Company: Disability Solutions
Location: Scranton
Posted on: October 13, 2024
Job Description:
Job Description:OB 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.Within NS&S, the
CD/IRA team supports transactions for the Certificate of Deposit
(CD) and Individual Retirement Account (IRA) products. These
products are complex and highly regulated. Transactions include
ownership transfer, trustee transfer, tax reporting and
corrections, monetary exceptions, and account
maintenance.RESPONSIBILITIES
- 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
requestedREQUIRED QUALIFICATIONS:
- Proficiency with MS Outlook, Skype, Word, and Excel
- 1 year or more of successful experience working in a heavily
process driven environment
- Ability to analyze different types of information from various
sources and synthesize it towards making a reasoned judgment
(Critical Thinking)
- Ability to perceive and process numbers and related symbols to
perform basic arithmetic operations relevant to account
reconciliation and balancing. This includes working with general
ledgers and account level transactions (Numerical Ability)
- Ability to draw accurate conclusions based on a highly detailed
comparative analysis of information in the account and information
reference sources that detail applicable laws, rules, and
regulations
- Ability to achieve thoroughness and accuracy when accomplishing
a task. and present work outcomes in a clear, complete, and precise
fashion. (Attention to Detail)
- 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
- Interpersonal written communication skills to accurately
document activity and communicate with partners in proper business
writing
- Seeks opportunities to improve depth/breadth of knowledge and
personal performance (Desire to learn, Growth Mindset)
- Ability to leverage multiple software applications to execute
an intricate process in a deadline driven working environment.
- Ability to remain current with iterative software and process
updates
- Ability and willingness to help teammates and collaborate on
complex transactions
- Basic understanding of how certificates of deposit (CDs) and
individual retirement accounts (IRA) are beneficial to a client and
serve as part of a financial strategyDESIRED QUALIFICATIONS:
- Deep understanding of CD and IRA including tax benefits and
penalties that can occur with the various details of a product
- Experience running macros in MS Excel
- High level understanding of the use of general ledgers
- Experience with Bank systems: OneService, Content Navigator,
ImageView, BOLT, PIX, Savings Time (ST), DISC, LINX, eLedger, and
various screens in 3270SKILLS:
- Attention to Detail
- Critical Thinking
- Customer and Client Focus
- Pipeline Management
- Research
- Active Listening
- Decision Making
- Problem Solving
- Written Communications
- Adaptability
- Collaboration
- Risk ManagementShift:1st shift (United States of America)Hours
Per Week: 40
Keywords: Disability Solutions, Reading , Research and Adjustment Rep III - National Service & Solutions, Sales , Scranton, Pennsylvania
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