Client Contact Center Specialist

Fremont Bancorporation

2d•$26 - $35•Onsite

About The Position

Fremont Bank is seeking a strategic, hands-on professional to join and help advance our Client Contact Center team. This is a high-impact opportunity to contribute to the success of a mission-driven organization committed to excellence, community service, and strong client relationships. Fremont Bank is one of the Bay Area's most respected and long-standing financial institutions. Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities. We offer a people-first culture grounded in inclusion and excellence, deep community involvement and local reinvestment, and a mission-driven workplace where values and performance go hand in hand. The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Client Contact Center Specialist adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill service requests and cross-sell relevant products and services as presented by the client. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

Requirements

Associate degree in business related field or equivalent work experience
2+ years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls
Telemarketing experience required
Ability to multitask and use multiple applications at once
Must have banking experience in retail sales
Must be familiar with a variety of the field’s concepts, practices, and procedures
Excellent customer service and communication skills, including professional phone skills
Ability to work independently and handle multiple tasks simultaneously
Effective problem-solving skills
Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays

Responsibilities

Handle incoming phone calls and resolve clients inquires and present company products and services to help clients achieve their financial goals
Requires an in-depth knowledge of products and services offered to ensure clients’ needs are met
Has the ability and skill set to cross sell our company’s products and services
Maintains knowledge of Fremont Bank products and services, and is able to review client’s profile to effectively promote products and/or services beneficial to the client
Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs
Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client
Must go above and beyond to provide the “Six Diamond” experience in every interaction
Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity
Resolve client’s issue by offering solutions, corrections, or adjustments; follows up to ensure customer satisfaction
Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests
Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses
Submit Travel Advisory forms and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns
Process stop payments and stop payment releases as requested
Handle REG E claims for electronic transaction disputes
Assist mortgage loan related clients as needed
Required to meet quarterly sales goals
Perform other job-related duties as assigned