AVP, Transaction Banking- Client Delivery Technical Professional II

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we’re 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a remote position. The selected colleague will generally be expected to work at an MUFG office periodically. A member of our recruitment team will discuss location preferences with you in more detail.

Position Summary:

This position is a technical expert on the systems and/or software associated with the products and services of the Treasury Management Division. This individual is responsible for providing pre/post technical and operational support on the phone and ensuring clients are fully enabled to utilize the features of various programs and applications. Demonstrate strong team building skills, interpersonal relationships, and leadership qualities. Responsible for providing excellent service to the Bank's clients by managing daily activities, controlling risk, monitoring performance, and providing guidance and training to assigned colleagues. Ensures appropriate quality measures are enforced and maintain high service standards. Provide guidance with daily activities, client interactions, and service solutions. Champion new processes, training enhancements, and Roadmap updates. Assist with the monthly Policy & Procedures review to include the participation with associates. Identify areas of opportunity and efficiency which would decrease call volume and assist with the execution of business initiatives, outreach opportunities, and structured campaigns. Share best practices that elevate team members knowledge and expertise. Additional opportunities may be assigned within the position as needed in the management of project(s) or databases.

Responsibilities:

·         Act as a dedicated client service support and primary escalation for complex transaction queries

·         Provide guidance and training to assigned colleagues, ensuring appropriate quality measures are enforced and maintain high service standards.

·         Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience.

·         Provide guidance and training to assigned colleagues, ensuring appropriate quality measures are enforced and maintain high service standards.

·         Technical and operational support of software, systems, sub-systems and/or applications for customers requiring remote diagnostic capabilities.

·         Serve as technical expert on installation, operation, configuration, upgrades, customization, and usage of assigned products.

·         Apply diagnostic techniques to identify problems, investigate causes, recommends solutions to correct common failures and documents resolutions.

·         Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence.

·         Maintain a high level of expertise in all products, services.

·         Participate in systems and application design, modification, trouble shooting and implementation with the client, information services, and other operational areas of the Bank as appropriate.

·         Uses product knowledge to resolve challenging client issues and conduct root cause analysis

·         Maintain documentation of each client utilizing Treasury Management services to allow for an adequate level of support.

·         Diagnose and resolves product performance problems. Perform maintenance and repair services. Ensure client satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.

·         Take responsibility for potential or desired follow-up services (sales) or problem escalation.

·         Provide technical expertise and support to clients in risk-assessments and the implementation of appropriate data security policy, procedures, and products.

·         Provide technical expertise and guidance on the administration of security tools that control and monitor data security including intrusion detection and unauthorized use.

·         Provide additi