Client Care Specialist (Branch Teller)

Western Alliance Bank•Mesa, AZ

About The Position

The Client Care Specialist provides professional, prompt, and accurate banking service while supporting the department’s sales, service, and operations philosophy. The role processes transactions and service requests under established policies and procedures; assesses and responds to inquiries from clients and internal or external business partners; and works in a fast-paced team environment that requires accurate multitasking across multiple systems. The specialist owns client issues through resolution, using in-person service, telephone, email, written correspondence, and follow-up as needed. The position requires setting client expectations, recommending appropriate products and services, researching and documenting requests, mitigating risk, and escalating issues when appropriate. It also supports clients with general navigation and technical interfaces, and may involve proactively contacting clients, reviewing reports, or completing operational processes and controls.

Requirements

At least 1 year of related experience in customer service, branch banking operations, treasury management service, or a similar field.
High school diploma.
Entry-level knowledge of general banking, loans, treasury management, and other commercial banking products and services.
Entry-level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
Advanced speaking and writing communication skills.

Nice To Haves

Experience working in a call center.
Cash-handling experience.

Responsibilities

Accurately and efficiently process banking transactions and service requests in accordance with established policies and procedures.
Respond to client inquiries and requests with resourceful, effective, professional, and client-centric communication.
Own client issues through resolution, including follow-up through in-person, telephone, email, or written correspondence.
Assess the urgency of time-critical situations and engage or escalate to appropriate internal resources when necessary.
Set client expectations and recommend appropriate products and services.
Research and document client requests thoroughly and mitigate risk by escalating issues when appropriate.
Meet or exceed service standards for customer service, turnaround time, cross-selling goals, risk management, regulatory compliance, audit soundness, productivity, and efficiency.
Follow client verification procedures before releasing information or assisting with transactions.
Provide support ranging from general navigation to in-depth technical interfaces.
As requested, proactively contact clients, review reporting, and perform operational processes or controls.