Client Care Specialist (Branch Teller)

Western Alliance Bank • Reno, NV

3d • Onsite

About The Position

As a Client Care Specialist, you will display a high level of client service, provide a professional, prompt, and accurate banking experience, and exemplify the department’s “sales, service, and operations” philosophy. This role involves performing transactions and service requests in accordance with established policies and procedures, as well as assessing and responding to inquiries from both clients and internal and external business partners. You will work on a team in a fast-paced environment, requiring multitasking with accuracy, toggling between multiple systems, and engaging clients while efficiently communicating resolutions. Key responsibilities include setting client expectations, recommending appropriate products and services, and mitigating risk through thorough research and documentation of client requests, escalating issues when necessary. The position demands excellent problem-solving, functional communication, and technical skills, coupled with a drive for exceptional client service. You will be responsible for accurately and efficiently processing transactions and resolving client inquiries with professionalism and care, whether in-person, by telephone, email, or written correspondence. This includes understanding and responding to time-critical situations and escalating issues to appropriate internal resources. Meeting or exceeding service level standards in customer service, turn-around time, cross-selling goals, risk management, regulatory compliance, audit soundness, productivity, and efficiency is expected. Adherence to client verification procedures and providing support for technical interfaces are also crucial. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation, one of the country’s top-performing banking companies with more than $80 billion in assets. Through its primary subsidiary, Western Alliance Bank, Member FDIC, clients receive tailored commercial banking solutions and consumer products delivered by industry experts. Western Alliance Bancorporation is committed to equal employment and provides reasonable accommodations for individuals with disabilities.

Requirements

• 1+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field
• High school diploma required
• 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 or cash handling

Responsibilities

• Display a high level of client service, provide a professional, prompt, and accurate banking experience and exemplify the department’s “sales, service, and operations” philosophy
• Perform transactions and service requests in accordance with established policies and procedures
• Assess and respond to inquiries from both clients and internal and external business partners
• Work on a team in a fast-paced environment that requires multitasking with accuracy, toggling between multiple systems and engaging clients, while responding to questions and/or communicating resolutions in an efficient and effective manner
• Proactively contact clients, review reporting, or perform other operational processes or controls (as requested)
• Set client expectations, recommend appropriate products and services, and mitigate risk by thoroughly researching and documenting client requests and escalating issues when appropriate
• Exhibit excellent problem solving, functional communication, and technical skills, along with a drive for exceptional client service
• Accurately and efficiently process transactions
• Respond to client inquiries or requests with resourceful and effective client-centric communication, with a focus on assisting, researching, and resolving inquires with professionalism, precision and care
• Accept ownership of issues through resolution of all client inquiries either in-person or by using telephone, email, and written correspondence including any additional follow-up
• Understand and respond to clients based on the urgency around time-critical situations and escalate issues to engage the appropriate internal resources in a timely manner when necessary
• Meet or exceed service level standards including customer service, turn-around time, cross selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency
• Adhere to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions
• Provide support from general navigation to in-depth technical interfaces

Benefits

• 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
• A wellness program
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees