Client Care Support Specialist

QCR Holdings, Inc.•Davenport, IA

22h•Onsite

About The Position

The Client Care Support Specialist is responsible for delivering a high-touch, best-in-class client experience while supporting the day-to-day banking needs of Private Banking and Wealth Management clients and advisors. This role serves as a centralized point of contact, providing responsive, efficient, and professional service across multiple channels. The specialist supports account servicing, addresses client inquiries and concerns, and helps ensure a seamless and positive client experience.

Requirements

High school diploma or equivalent required
2+ years of banking, client service, or relationship support experience preferred
Ability to prioritize and manage multiple tasks in a fast-paced environment
Strong communication, problem-solving, and interpersonal skills
High level of attention to detail

Responsibilities

Serve as a primary point of contact for Private Banking and Wealth Management client inquiries via phone, video banking, chat, and other communication channels.
Answer client calls and respond to requests in a professional manner aligned with the bank’s core values, brand, and reputation.
Support Private Bankers and Wealth Advisors with client service needs, follow-ups, administrative requests, and meeting preparation.
Build rapport with clients while reinforcing and supporting relationship management efforts.
Assist clients with online banking, mobile banking, bill pay, debit card transactions, disputes, and general account inquiries; route requests as appropriate and ensure proper identification and verification.
Open, maintain, and close client accounts, ensuring accuracy and compliance with bank policies and regulatory requirements.
Process basic retail and commercial transactions and support account servicing needs.
Audit and verify account information and documentation for completeness and compliance.
Identify, research, and resolve client issues using internal systems and resources, ensuring timely follow-up and resolution.
Handle client concerns and complaints in accordance with bank standards and escalation protocols.
Identify potential fraud or suspicious activity and follow appropriate procedures.
Maintain strong working knowledge of deposit, lending, wealth, and fiduciary products and services.
May assist clients with lending products, including credit cards, unsecured loans, and auto loans.
Identify cross-selling opportunities to support the growth of the bank.
Collaborate with team members and internal departments to ensure a seamless and positive client experience.
Support onboarding of new client relationships through account setup, follow-up, and coordination across departments.
Assist with internal communication, documentation, and coordination of client requests.
May provide support to Deposit Operations and other departments, including project assistance and statement processing.
Follow all bank safety, security, and operational procedures, including opening and closing protocols.
Prepare and distribute client correspondence and required bank documentation as needed.
Comply with all company or regulatory policies, procedures and requirements applicable to this position.
Foster and preserve a culture of inclusion, innovation, collaboration, accountability, achievement and passion.
Additional duties and responsibilities may be required to support the company’s mission, vision and values.