AAB Support Specialist - Call Support

Job Title: AAB Support Specialist - Call Support Location: AZ - Chandler 3075 What you'll do: As a Support Specialist you'll responsible for responsible for answering and documenting incoming calls, acknowledging and answering customer complaints, and processing online payments. They must be knowledgeable of products, systems, and services as well as services offered to homeowners through respective management companies. You'll answer questions from management companies about the bank’s online payment platform and the services/features they are able to use in that application including bulk payment uploads and reporting. One of your key responsibilities is to use problem-solving skills, empathy, ability to remain calm under pressure, and dedication to meeting customer needs. Responsible for supporting the Operations Manager in customer queries in a timely and accurate way, via phone and email. Identifying customer needs and helping customers use specific product features. Update internal call management system following procedure and adhering to applicable policy. Inform customers about new product system features and guide product users through features and functionalities. Analyze and report product malfunctions. Escalate issues for quick resolution, obtaining as much detailed information from callers about the problem as possible. Share information and effective workarounds with teammates. What you'll need: 1+ years of related experience in Customer Service, Call Center or similar field. High school diploma required. Entry level knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services. Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Ability to demonstrate patience and empathy when handling difficult cases. Must be flexible and adapt quickly to change. Ability to work independently and in a team environment. Ability to prioritize tasks and remain organized. Proficiency with MS Office suite. Intermediate speaking and writing communication skills. Benefits you’ll love: We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. © Western Alliance Bancorporation