Client Service Representative (CSR)

IDBNY•New York, NY

14d•$70,000 - $86,000•Onsite

About The Position

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive. JOB DESCRIPTION: Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting Commercial Banking teams including consumer and business clients as needed, with the daily processing of customer information and requests. Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements. Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients. Assists in the review of daily reports, temporary overdrafts, and funds transfer requests, outgoing wire and internal, including fee modifications and waivers. Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC. Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing. Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand. Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail. Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes. Participates and collaborates in banking projects as needed.

Requirements

3+ years of experience in financial industry or transferrable skills
Knowledge of BSA, AML, KYC, and other regulatory requirements related to financial transactions is highly desirable.
Passion for providing white glove customer service. Excellent customer service and communication skills.
Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity.
Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations.
Desire to be part of a team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious.
Self-starter with the ability to multi-task/prioritize workload to ensure timely, efficient and accurate execution.
Associate Degree/Bachelor Degree or transferrable experience for position.
Excellent interpersonal and communications skills both written and oral.
Proven ability to effectively multi-task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in-person, email etc.)
Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.
Strong technical skills including MS Office: Excel, Word and PowerPoint

Nice To Haves

Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required.

Responsibilities

Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting Commercial Banking teams including consumer and business clients as needed, with the daily processing of customer information and requests.
Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements.
Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients.
Assists in the review of daily reports, temporary overdrafts, and funds transfer requests, outgoing wire and internal, including fee modifications and waivers.
Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC.
Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing.
Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail.
Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes.
Participates and collaborates in banking projects as needed.