Executive Response Specialist

Position Purpose:

This role will be responsible for serving as the final point of resolution for highly escalated customers, ensuring that complex and elevated customer concerns are addressed with urgency, professionalism, and empathy. This role provides multi-channel support, including phone, email, and mail, to both existing and new customers, fostering long-term relationships and enhancing overall satisfaction. Reporting directly to the Director – Executive Response and Customer Identification, the Executive Response Specialist tracks, analyzes, and resolves customer issues in a timely and customer-focused manner. In addition, they collaborate with internal teams to resolve customer issues and assists compliance with outreach and research for regulatory complaints as needed and ensure compliance while mitigating potential risks. They work closely with customer care leadership to identify trends, suggest enhancements to processes to help enhance the overall customer experience.

Primary Responsibilities:

• Responsible to assume ownership and final service point of contact to manage complex and escalated customer issues to a resolution.
• Set appropriate service level expectations for customers regarding issue resolution.
• Ability to handle multiple programs serviced by BM Technologies, Inc.
• Provide consistent and recorded communication on status and next steps to all parties involved.
• Champion and represent customer issues to Customer Care Leadership when necessary.
• Responsible for collaborating with the appropriate internal teams to work and resolve issues impacting customers.
• Responsible for writing general summaries for executive customer complaints to provide an update to the Executive Leader.
• Responsible for assisting with any regulatory complaint that requires outreach via phone and email.
• Responsible for managing daily queues(ticket) activity and support email boxes to ensure daily service levels are met.
• Deliver exceptional service to customers who reach out via social media channels, and any internal customer channels.
• Maintain an average first response time of 2 hours for customer inquiries.
• Log and submit customer complaints received through social media channels and any internal channels in the Complaint Management system.

• May recommend and implement department training needs
• Maintain a working knowledge of company and/or department systems, assist with system implementation/conversion as needed
• Contribute to a positive, ethical and respectful working environment and communicate openly with others
• Participate in special projects and perform additional duties as assigned

Authority, Impact, Risk:

• Ability to waive fees due to bank errors

• Ability to restrict accounts/profiles as needed for potential company risk

• Reputational, operational, and financial risks due to non-compliance

• Lack of understanding and compliance on the part of the staff due to improper or non-existent training and incomplete/missing policies and procedures

Key Relationships:

• Routine interaction with Customer Care Leadership, Banking Operations, Fraud Investigations, Error Resolutions, Client Support, CIP, Call Centers, BSA/AML and Compliance.

Managerial Accountability:

• N/A

Working Conditions:

• Ability to work in a fast-paced environment with tight deadlines

• Ability to deliver information in a confident, informed manner

• Time management to accommodate multiple deadlines; and the ability to multi-task

• Ability to listen, reason, think, concentrate, and interact with others

• Ability to exercise self-control and work under stressful conditions, particularly in customer situations

• Ability to be self-motivated and well organized.

Time Allocation:

• Ticket Queues – 40%

• Support Email Boxes, Faxes and Mail – 25%

• Research and Customer Call Outreach – 25%

• Other Duties as Requested – 10%

Job Specifications:

Position adheres to confidentiality policy, code of ethics and knowledge of Bank Secrecy Act and best practices and other pertinent Regulatory laws and regulations.

Required:

• 3+ years of experience in customer service, escalations management, or a high-touch care environment

• Excellent communication and problem-solving skills to handle escalated concerns effectively.
• Familiarity with CRM systems and case-tracking tools

• High emotional intelligence and ability to manage sensitive customer concerns with professionalism.
• Strong attention to detail
• Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to bear on an issue while often influencing without authority.
• Ability to manage high volumes of data and prioritize tasks under strict deadlines
• Must be well organized, flexible and able to work on multiple customer accounts
• Proficient in Microsoft products and solutions

Preferred:

• Associate degree or bachelor’s degree in business administration

Risk Management Requirements:

Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines. Understands and adheres to Anti-Money Laundering, Bank Secrecy Act, and Compliance with the USA PATRIOT Act policies and procedures applicable to position, completing any supporting requirements within defined timeframes. Acts within authorized limits and delegated authorities and role applicable policies and procedures. Follows processes and controls to protect shareholder interests. Mitigates risk to the bank and customers by following all applicable security procedures.

Equal Opportunity Employer including Veterans/Disabilities

• Collaborate with a supportive, harmony-seeking team in a dynamic, fast-paced environment
• Build positive relationships and serve others through your work
• Apply your attention to detail to ensure accuracy, compliance, and risk management
• Enjoy a thoughtful, structured approach to problem-solving while adapting to evolving priorities
• Lead by example, sharing expertise and supporting others to succeed

• Cooperative, empathetic, and people-oriented; harmony-seeking and collaborative
• Comfortable working on a team and building consensus; places team above self
• Selfless, supportive, and cautious with risk; exercises good judgment balancing risk to customers
• Passionate about helping others and making a difference; thrives in service-oriented environments
• Experience in executive client support, escalations management, or related fields preferred

• 3+ years of exceptional customer service experience required, preferably in escalations or high-touch care environments
• Excellent and effective communication skills; concise, clear, and consistent
• Exceptional listening skills and strong organizational skills with attention to detail
• Proven ability to multi-task and prioritize in a fast-paced, demanding environment
• Tech savvy, especially with CRM systems and Microsoft Office products (Outlook, Teams, Excel, Word)
• Ability to exercise judgment and resolve problems independently, escalating when needed
• Enjoys challenges and adapts quickly to changing priorities
• Team player attitude and approach to work; thrives in collaborative environments
• Banking experience a plus; knowledge of regulatory compliance and complaint management systems preferred

• Competitive total compensation
• Comprehensive health, dental, and vision insurance
• Retirement savings plans with company match
• Paid time off and holidays
• Professional development and training opportunities
• Employee assistance programs
• Opportunities to participate in community service and outreach

• Understands and adheres to workplace policies, code of conduct, privacy, and information security guidelines
• Follows all applicable security procedures and regulatory requirements (Anti-Money Laundering, Bank Secrecy Act, USA PATRIOT Act)
• Acts within authorized limits and role-specific policies and procedures

• Enterprising: We have a do-business attitude and are extremely resourceful in finding ways to work with customers. You’ll be empowered to solve problems, support clients, and seek innovative solutions in every interaction.
• Intentional: We do what we say we are going to do, and we are thoughtful about the impacts of our actions, both internally and externally. You’ll be trusted to follow through, adhere to processes, and ensure every detail is handled with care and precision.
• Responsive: We strive for frictionless banking experiences, answering the bell directly and quickly, and working to exceed expectations in every service level. You’ll provide timely support, resolve inquiries efficiently, and help clients maximize the value of our products and services.
• Considerate: We lean into community needs in the markets we serve and conduct ourselves professionally in every interaction—with customers, shareholders, coworkers, and regulators. You’ll contribute to a positive, collaborative team environment and demonstrate empathy and respect in all you do.