Client Service Center Specialist

COMMUNITY BANK•Waynesburg, PA

9d•Hybrid

About The Position

The Client Service Center Specialist serves as the first point of contact for Bank clients, providing exceptional service and support through various communication channels including phone, email, and chat. This role is responsible for resolving inquiries, troubleshooting issues, and ensuring a seamless banking experience while maintaining compliance with Bank policies and regulatory requirements. Additionally, the Client Service Center supports clients with fraud, disputes, and related issues involving debit card, ACH, and electronic funds transfer activity. Specialists are expected to follow Bank procedures and applicable regulatory requirements while maintaining professionalism, accuracy, confidentiality, and urgency when handling sensitive client claims.

Requirements

Minimum of a high school diploma or equivalent required
Minimum of one year of experience in banking, call center, or client-facing roles required
Strong interpersonal, communication, and critical thinking skills.
Proficient in technology and Microsoft Office Suite.
Attention to detail.
Working knowledge of debit card, ACH, and electronic funds transfer dispute claim processes, including client intake, documentation standards, escalation protocols, and regulatory response timelines.
Ability to communicate clearly and empathetically with clients regarding sensitive fraud or dispute matters while following approved scripts, notices, and procedures.
Ability to recognize when a claim may involve Regulation E, NACHA rules, fraud review, or other compliance-related requirements and escalate appropriately
Comfort with working in a dynamic environment where priorities can shift quickly.
Ability to work both independently and collaboratively with colleagues across various departments maintaining a professional demeanor.
Efficiently perform the essential duties and responsibilities of the position.
Consistently attend work, meetings, and required training or staff events.

Nice To Haves

Associate’s degree in business, finance, or related field preferred.

Responsibilities

Respond promptly and professionally to client inquiries regarding accounts, transactions, digital banking, and general banking services.
Process loan payments, complete transfer requests, manage stop payment requests, and assist clients with the Bank’s online services, specifically with enrollment and password issues.
Provide accurate information and resolve issues efficiently, escalating complex cases as needed.
Receive and assist with client debit card and ACH dispute claims, including unauthorized, incorrect, duplicate, or otherwise disputed electronic transactions, in accordance with Bank procedures and applicable regulatory requirements.
Gather and document required claim information from clients, including transaction details, client statements, supporting documentation, and relevant account history.
Support timely claim handling by ensuring that all claims are promptly entered into the Bank’s dispute resolution system and coordinating with Deposit Operations, Fraud, Compliance, or other designated departments for review, escalation, client communication, and final resolution where appropriate.
Assist with related actions such as card blocking or reissuance, ACH returns, stop payments, or revocation-related requests within established authority and procedures.
Identify and report potential fraud indicators or suspicious activity noted during debit card, ACH, or electronic transaction dispute interactions.
Maintain empathy and professionalism in all client interactions.
Document client interactions and resolutions in customer relationship management (CRM) systems with accuracy.
Follow established procedures for identity verification, fraud prevention, and data security.
Monitor and manage service queues to ensure timely response and resolution.
Assist branch employees with inquiries regarding online and mobile banking.
Refer leads to branch personnel with warm handoffs to the appropriate department.
Adhere to all banking regulations, internal policies, and procedures.
Identify and report suspicious activity or potential fraud in accordance with compliance guidelines.
Work closely with other departments to resolve client issues.
Identify and implement process improvements to enhance operational efficiencies and risk mitigation.
Comply with government, regulatory, and Bank policies and procedures.
Perform other duties assigned, in support of departmental goals and organizational priorities.