Full Job Description

Location: Charlotte, NC, United States

Bring your customer-first mindset to a fast-paced team where your work directly improves how clients manage their commercial card programs.

Job summary (up to 5 sentences)

As a Client Service Specialist III in the Commercial Card Call Center, you handle a high volume of inbound calls and help clients resolve issues quickly and accurately. You listen actively, ask thoughtful questions, and use strong judgment to identify root causes, reduce repeat inquiries, and improve the client experience. You balance speed and quality while documenting interactions clearly and following required processes. You work independently, collaborate with partners, and escalate complex cases when needed to protect clients and the firm.

Job responsibilities

Handle approximately 100 inbound calls per day with professionalism, empathy, and thorough product/process knowledge

Resolve client inquiries by identifying root causes, uncovering patterns, and partnering with internal teams when needed

Deliver clear, accurate guidance while documenting all client interactions and actions taken

Take ownership of each issue through to resolution to support high client satisfaction

Build and maintain knowledge of commercial card products, services, and supporting processes

Identify and control risk by exercising sound judgment and recognizing potentially fraudulent activity

Escalate complex or sensitive issues appropriately to ensure timely and compliant resolution

Manage daily work to meet service, quality, and productivity goals and metrics

Navigate multiple systems efficiently while staying fully engaged with the client

Communicate confidently and professionally with clients, peers, and leaders

Required qualifications, capabilities, and skills

Excellent verbal and written communication skills in a metrics-driven environment

Strong analytical and problem-resolution skills, with the ability to identify underlying issues and trends

Advanced proficiency with Microsoft Outlook, Word, and Excel

Strong organization skills with the ability to manage competing priorities and time-sensitive work

Consistent professional presence with the ability to adapt to changing needs and situations

Ability to review, interpret, and respond thoroughly to client communications with attention to detail

Ability to work effectively with a range of clients and internal partners, including leadership

Minimum of 2 years of current or recent call center experience managing high-volume inbound calls with strong performance

Demonstrated accountability, ownership, integrity, punctuality, and dependable attendance

Ability to multitask across multiple technologies and perform effectively under deadlines and pressure

Flexibility to adjust schedule and work overtime as needed to meet business needs

Preferred qualifications, capabilities, and skills

Deep understanding of commercial card processes and supporting systems

Ability to build positive, professional relationships to drive effective outcomes

Demonstrated ability to learn quickly and apply new product, process, or technical knowledge

Bachelors degree preferred (BA/BS)

Deliver exceptional commercial card client support on inbound calls, resolve issues, manage risk, and drive outcomes.

Full Job Description