Customer Resolution Representative

• Identify ways to improve tasks and processes to ensure timely completion, and offer ideas on trends, workflow, and presentation design
• Perform moderately complex administrative, transactional, operational tasks
• Participate in research, tracking, and data gathering related to regulations and policy
• Perform routing analysis, track trends, and present findings
• Receive direction from manager and escalate questions and issues to more experienced individuals
• Interact with peers, team, risk, compliance, company stakeholders and manager
• Responsible for resolution of internal customer and vendor questions around Internal Commercial Card (ICCard), Global Corporate Travel, Concur, Procurement, Financial Advisor Expense Management Programs and Global Accounts Payable along with any new coverage departments
• Research AP invoices and payments along with providing high level guidance on how to access PeopleSoft tools across the procure to pay department
• Answer inbound calls for the Solution Center phone lines and make necessary outbound calls while simultaneously documenting all call activity using the provided online tools (CSMS)
• Respond to queries through the Teams shared mailboxes within the service level agreement timeframe
• Inform and demonstrate based on new or enhanced services and/or procedural changes
• Other duties as assigned by management

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 1+ year of call center customer service experience in the financial services industry
• 1+ year of Accounts Payable experience
• 1+ year of PeopleSoft experience
• Ariba Experience
• Ability to work in a fast-paced environment handling incoming phone calls and completing an electronic log for proper documentation regarding each call worked
• Ability to complete necessary research to address incoming calls that require a deeper review
• Excellent verbal, written, and interpersonal communication skills
• Outstanding problem-solving skills

• Equal employment opportunity
• Commitment to risk and compliance-driven culture
• Flexibility around schedule
• Disability accommodation available upon request