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BOS Work Director - Officer
at MUFG Americas
Reporting to CSD Manager, responsible for providing day to day work direction to staff and for making recommendations for pay coverage decisions on overdrafts, uncollected funds usage, wire transfers, cash over limits, etc for Commercial customers. Requires advanced knowledge of the bank policy, procedures and standards. Responsible for providing extraordinary customer service to the internal and external customers. Resolve problems, answer questions, handle transactions, and make decisions under assigned authority. Review Amdocs cases submitted for completion and proper approvals from customers. Ensures supporting documents are related to request and are within established limits. Return cases requiring additional information and/or clarification. Approve cases and forward to respective department for completion.
Responsible for the day to day work direction to assigned staff. Task include training staff on ongoing/ new procedures, answering questions, taking escalated calls from lower level staff etc.
May have a higher level approval authority.
May be assigned special research on accounts and/ or special projects by management.
Assist management reporting on department statistics as well as additional task in supporting service level standards.
If assigned, provides input to management on employee performance.
Responsible for making coverage recommendations to Commercial customers for: overdraft (OD), Nonsufficient Funds (NSF) or Uncollected Funds (UCF) situations, etc.
Reviews various credit reports, gather customer information, products that may assist in offering alternatives.
Responsible for direct customer contact to validate, collect information, or to offer coverage solutions.
For higher segment customers (C1 type), refers coverage recommendations to the Client Services Officers or Treasury Relationship Managers for contact.
Handle Risk Queue wires to seek coverage or contacting the clients directly to gather more information or to offer alternative for cover the above situations. 15%
Review resources available and determine if Cash Order request can be processed for clients.
Validate request and for authorized approvers.
Contact customer if information is not sufficient.
Review Amdocs cases; understanding the application principles, concepts, practices, and standards.
Offer to customer alternatives to a variety of complex problems, but within bank's policy and procedure for guidance.
Refers out of policy exceptions to management.
Keep log of incomplete Amdocs cases and submit to the respective CCSU Managers on weekly basis. (Tool for use of identifying problem areas and possibly training opportunities)
May perform other miscellaneous duties as assigned.
- 3- 5 years of direct experience as a Commercial Customer Service representative, and demonstrated ability to work direct staff.
- Requires working knowledge of systems, products, procedures and best practices in assigned area.
- Requires excellent communication skills to lead and work direct staff; ability to work independently with maximum efficiency.
- Must be able to adapt quickly and be a team player.
- Must have the ability to prioritize and organize multiple tasks with excellent follow up.
- Flexibility and willingness to work any schedule.
- Requires PC knowledge of MS Outlook, Word and Excel.
- Knowledge of Rumba, Net Query, FileNet, GFT and various bank systems preferred.
- Ability to work with both internal and external customers.
- Demonstrates good interpersonal skills to interact and collect information from customers.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.