Client Service Analyst (Phone Team)

Help clients move business forward through fast, accurate, and thoughtful service. You’ll play a key role supporting clients with transaction-related requests, account updates, and fraud-related inquiries. You’ll collaborate closely with internal partners to deliver a consistent, high-quality client experience. If you enjoy problem-solving, prioritizing in a dynamic environment, and communicating clearly, this role offers meaningful visibility and impact. 

Job summary 

As a Senior Analyst – Client Service in the Client Support Group (CSG) within Client Onboarding and Service (COS) – Solution Center, you will support clients through key service moments by assessing needs, guiding them through processes, and delivering effective solutions with a focus on client satisfaction. image.png You’ll build strong relationships with clients and internal stakeholders while helping ensure efficient, consistent service delivery. image.png You’ll also partner with fraud recovery colleagues to address and resolve client inquiries related to fraud. 

Job responsibilities 

• Assess client needs and deliver effective solutions focused on client satisfaction.
• Guide clients through each stage of the service process and educate them on available self-service options. 
• Collaborate across teams to optimize productivity and ensure efficient service delivery. 
• Build trusted relationships with internal stakeholders and external clients to enhance the overall client experience. 
• Apply foundational knowledge of commercial treasury management products and services to support client requirements. 
• Partner with Fraud Recovery colleagues to address and resolve client inquiries related to fraud.
• Prioritize multiple requests effectively while maintaining high-quality, accurate execution.
• Escalate complex or atypical issues appropriately to support timely resolution. 
• Communicate clearly and professionally with clients and partners across written and verbal channels. 

Required qualifications, capabilities, and skills 

• 2 years of work experience in client service, operations, or a related support function. 
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. 
• Strong problem-solving skills and consistent attention to detail. 
• Ability to escalate complex or atypical issues appropriately. 
• Strong written and verbal communication skills to support clients and internal partners. 
• Demonstrated adaptability and commitment to continuous learning. 
• Sound judgment and the ability to make effective decisions in day-to-day execution. 

Preferred qualifications, capabilities, and skills 

• Bachelor’s degree. 
• Foundational knowledge of commercial treasury management products and services. 
• Demonstrated relationship-building and partnership skills across clients and internal stakeholders. 
• Strong critical thinking and tactical execution skills in a client-facing support environment. 
• Experience collaborating and influencing across teams to improve client outcomes.