Client Service Center Specialist

Pinnacle Financial-posted 2 months ago
Remote • Franklin, TN
Credit Intermediation and Related Activities
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A Client Service Center Specialist demonstrates a commitment to delivering distinctive service. This position will be responsible for assisting clients with their financial needs or by directing calls to the appropriate associate(s). The Client Service Center is open 24 hours a day 7 days a week with current exceptions being Easter and Christmas.

  • Provide distinctive service to clients and prospects over the telephone as well as in multi-media written interactions like email and chat.
  • Respond to client inquiries and satisfactorily resolve client issues.
  • Support firm-wide achievement of the three-ring standard through schedule adherence.
  • Provide guidance to clients regarding their deposit and loan accounts, including balances, transaction histories, loan payment, stop pays, maintenance, debit card/credit card along with all other services and products offered by Pinnacle Financial Partners.
  • Assist clients with inquiries regarding service charges, account history while complying with disclosure requirements, regulations, and client privacy policies.
  • Assist clients with problems or questions they may have relating to their Pinnacle Accounts.
  • Complete research of miss-posted transactions, pending NSF items, copies of statements, checks, deposits and send copies either via secure messaging or fax to clients per their requests.
  • Serve as first response for Business online banking by assisting clients in setting up online banking services.
  • Answer questions regarding features and usage, resolve client concerns, and act as liaison to our Online, Mobile Banking and Bill Pay Partners.
  • Research bill payment issues and support special projects as needed.
  • Prioritize and make on-the-spot decisions regarding client requests while weighing client satisfaction issues with Firm exposure to loss or fraud.
  • Handle calls for report fraud or ID Theft associated with client accounts.
  • Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas as appropriate.
  • Assist other team members as needed to ensure delivery of distinctive service.
  • Perform other related duties and responsibilities as assigned.
  • High School Diploma or Equivalent - College degree is preferred.
  • Minimum of five (5) years' experience in financial service or job-related experience, 10 years preferred.
  • Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
  • Knowledge of federal banking regulations and compliance.
  • Knowledge and experience in client-facing service role (call center experience is preferred).
  • Broad knowledge of bank products and services.
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