Essential Duties and Responsibilities
1. Provide client assistance with account openings and closings, fund transfers, FED wires, checks, ACH, stop payments, monthly reconciliation, W9’s and other banking related questions through email and phone calls.
2. Gain comprehensive understanding of the flow of banking instructions and transactions from client software to the bank and back, ensuring smooth and accurate processing.
3. Learn and become proficient in all proprietary software, and stay up to date with all software updates.
4. Identify, research and resolve client issues with proprietary software.
5. Ensure client issues are resolved timely to client’s satisfaction by working with banks and internal teams.
6. Investigate and pursue root causes for reported issues to ensure thorough resolution.
7. Onboard new clients by obtaining specific bank requirements and set up clients in the Stretto database.
8. Perform daily banking tasks while meeting tight deadlines.
9. Use SQL to query databases daily and perform data analysis.
10. Timely escalation of urgent or unresolved issues, adhering to established protocols and procedures. Collaborate with BankOps team and escalate to higher levels when necessary to expedite resolution.
11. Submit requests for bug fixes and perform user acceptance testing (UAT).
12. Continuously update team procedures and templates as changes occur.
13. Foster effective communication and collaboration within the team, promoting a cohesive work environment conducive to problem-solving and team success.
14. Through knowledge, fulfillment and compliance with position expectations.
Education and/or Work Experience Requirements
- Bachelor’s Degree in Business Administration/Finance strongly preferred
- Ideally, candidates should possess at least two years of prior banking experience, preferably in operations, or equivalent experience in the banking industry.
- Must have working knowledge of Microsoft Office.
- Experience with supporting proprietary software a plus.
- Bankruptcy knowledge a plus.
Qualities, Skills and Traits Required:
- Integrate and apply banking skills to effectively handle and understand financial transactions, client instructions, and banking operations.
- Enhance and utilize technical skills to troubleshoot, resolve issues, and optimize processes related to client software and banking systems.
- Excellent organizational and time management skills.
- Strong analytical skills and the ability to meet tight deadlines in a fast-paced environment.
- Innovative problem-solving skills; the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
- Focused and self-motivated. Ability to work independently.
- Demonstrate proactive behavior by taking initiative in identifying and addressing potential issues before they escalate, contributing to overall team success and customer satisfaction.
- Effective verbal and written communication skills; possessing high level of professionalism.
- Demonstrate strong interpersonal and team-building skills, fostering a collaborative and cohesive work environment. Effectively communicate and work together with team members to achieve common goals and ensure high-quality service delivery.
Physical Requirements
1. Ability to safely and successfully perform the essential job functions consistent with federal, state and local standards.
2. Ability to lift and carry up to 30 lbs
3. Might be exposed to prolonged sedentary hours of work and use of computer.
Position Expectations:
Knowledge of bankruptcy and banking industries, Stretto products and tools
- Acquire proficiency with Stretto tools to enhance efficiency and improve client experience by leveraging the full capabilities of the platform.
- Subject Matter Expert knowledge is applied in resolving client issues
- Anticipate the impact a software defect, operational issue, or proposed solution will have on the client system
- Training progress meets expectations defined in Training Tracker and is reported to supervisor monthly
- Ensure consistent and exceptional white glove service by adhering to client support standards and protocols when addressing inquiries and concerns, maintaining a high level of professionalism and responsiveness. Quickly grasp both the concept and details of new features and functionality.
- Demonstrate proficiency in de-escalation techniques to effectively manage and resolve client conflicts or escalated situations. Handle challenging interactions with professionalism and empathy, seeking to diffuse tension and restore positive rapport with clients.
- Work in the office as required, based on business needs and team schedules.
Client Service
- Take live calls for the Banking Services team and as a backup for other Client Support teams.
- Provide exceptional client service with professional phone presence and follow-through skills.
- Able to write multiple professional emails per day (client-facing & internal), which must include concise explanations and structure. Use templates when available.
- Perform according to Client Support Service Standards.
Troubleshooting / Ticket Resolution
- Document detailed notes, updates, and communication regarding all client contact in Client Relationship Management (CRM) systems for reference and audit purposes.
- Maintain a high service level agreement (SLA) on ticket resolution within the Client Relationship Management (CRM) platform to meet or exceed customer expectations.
- Maintain a sense of urgency and ownership while working to resolve issues.
- Ability to communicate problems and potential solutions clearly to banks, Operations Analysts, and Stretto management.
- Accurate and timely complete tasks daily.
- Ensures team meets all deadlines.
- Exercise sound judgment in all actions.
- Develop the ability to describe issues clearly in a problem statement format, while pursuing root cause analysis, remediation, and control measures to ensure comprehensive resolution and prevention of recurrence. Displays independence and confidence in researching various written policies to determine solutions.
Teamwork:
- Ensures joint ownership of goal setting, commitments and accomplishments.
- Manage workload effectively to maintain consistency with other team members, balancing phone calls and ticket resolutions efficiently.
- Involves everyone on the team.
- Treats all clients and employees with respect; values diverse perspectives
- Demonstrates the ability to work with others throughout the organization.
- Proactively takes ownership of team needs and responsibilities, ensuring all tasks are completed thoroughly and efficiently to support overall team success and client satisfaction.
Continuous Improvement:
- Displays an ongoing commitment to learning and self-improvement
- Ability to adapt and be open to new ideas and improvements to products and processes.
Qualities, Skills and Traits Required:
- Integrate and apply banking skills to effectively handle and understand financial transactions, client instructions, and banking operations.
- Enhance and utilize technical skills to troubleshoot, resolve issues, and optimize processes related to client software and banking systems.
- Excellent organizational and time management skills.
- Strong analytical skills and the ability to meet tight deadlines in a fast-paced environment.
- Innovative problem solving skills; the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
- Focused and self-motivated. Ability to work independently.
- Demonstrate proactive behavior by taking initiative in identifying and addressing potential issues before they escalate, contributing to overall team success and customer satisfaction.
- Effective verbal and written communication skills; possessing high level of professionalism.
- Demonstrate strong interpersonal and team-building skills, fostering a collaborative and cohesive work environment. Effectively communicate and work together with team members to achieve common goals and ensure high-quality service delivery.
Location Requirement:
This position is based in Irvine, California. Candidates should currently reside within approximately 20–30 miles of Irvine and be able to reliably commute to the work location as required.
Why Join Stretto?
At Stretto, you’ll be part of a collaborative team that’s dedicated to innovation, excellence, and growth. You’ll have the opportunity to shape the direction of a rapidly expanding business unit while making a direct impact on the legal community.
The Company’s salary ranges are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of various factors, including job-related skills, relevant education and experience, abilities of the applicant, and equity with other team members. The salary range listed here is subject to change at any time, at the Company’s discretion, and does not alter in any way the at-will nature of the employment relationship.
Stretto offers a competitive and comprehensive benefits package, along with opportunities for growth. We are an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.
