Part-time Client Care Specialist (Branch Teller)

Western Alliance Bank•La Mesa, CA

8d•Onsite

About The Position

The Part-time Client Care Specialist (Branch Teller) provides professional, prompt, accurate banking service and supports the department’s sales, service, and operations philosophy. The role processes transactions and service requests in accordance with established policies and procedures, responds to clients and internal and external business partners, and works in a fast-paced team environment requiring accurate multitasking across multiple systems. The specialist owns client inquiries through resolution, using in-person service, telephone, email, and written correspondence, including follow-up. The role sets client expectations, recommends appropriate products and services, researches and documents requests, mitigates risk, and escalates issues when appropriate. It also supports clients with general navigation and technical interfaces and may involve proactive client outreach, reporting reviews, and other operational processes or controls. Performance includes meeting service, turnaround, cross-selling, risk-management, regulatory-compliance, audit-soundness, productivity, and efficiency standards.

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.
Excellent problem-solving, communication, and technical skills, with a drive for exceptional client service.

Nice To Haves

Experience working in a call center or handling cash.

Responsibilities

Accurately and efficiently process banking transactions and service requests in accordance with established policies and procedures.
Respond to client inquiries and requests with professional, resourceful, client-centric communication, researching and resolving issues with precision and care.
Take ownership of client issues through resolution, including follow-up through in-person service, telephone, email, and written correspondence.
Assess urgency, set client expectations, and escalate issues to appropriate internal resources in a timely manner when necessary.
Recommend appropriate products and services and support cross-selling goals.
Research and document client requests thoroughly to mitigate risk.
Follow client verification procedures before releasing information or assisting with transactions.
Provide support ranging from general navigation to in-depth technical interfaces.
Meet service-level standards for customer service, turnaround time, cross-selling, risk management, regulatory compliance, audit soundness, productivity, and efficiency.
As needed, proactively contact clients, review reporting, and perform operational processes or controls.
Assess and respond to inquiries from clients and internal and external business partners.