Bank Call Center / Client Services Representative I
SmartBank•Sevierville, TN
•Onsite
About The Position
SmartBank is seeking a Client Service Representative I to join their growing team. This role is crucial in delivering an exceptional banking experience, serving as a primary point of contact for clients across various channels including phone, chat, email, and digital banking. The ideal candidate is passionate about helping others, solving problems, building relationships, and creating positive interactions. This position is well-suited for individuals who thrive in a fast-paced team environment and are dedicated to customer service.
Requirements
- High school diploma or equivalent
- Strong verbal and written communication skills
- Excellent customer service and relationship-building abilities
- Detail-oriented with strong organizational skills
- Ability to work effectively in a collaborative team environment
- Strong problem-solving skills and sound judgment
- Positive attitude and commitment to delivering outstanding service
- Proficiency in Microsoft Office applications and general computer systems
- Ability to type at least 40 words per minute
Nice To Haves
- Minimum one year of banking experience
- Call center or client contact center experience
- Sales or relationship-building experience
- Familiarity with digital banking products and services
Responsibilities
- Serve as a trusted resource for clients through phone, chat, email, and online banking channels.
- Build relationships by identifying client needs and recommending appropriate SmartBank products and services.
- Resolve client inquiries accurately and efficiently while delivering a "WOW" experience.
- Serve as a key point of contact for client communications across multiple departments.
- Assist clients with account maintenance and servicing requests.
- Answer questions regarding account balances, transactions, rates, and account types.
- Process stop payments, disputes, check orders, and phone transfers.
- Open savings accounts for existing clients via phone.
- Research and resolve account-related inquiries.
- Order and maintain debit cards.
- Assist with fraud alerts, travel notifications, and transaction concerns.
- Process debit card limit increase requests.
- Support online banking enrollment, password resets, and account access.
- Assist clients with Bill Pay, External Transfers, Zelle, and other digital banking services.
- Help clients navigate and utilize SmartBank's online and mobile banking platforms.
- Provide Tier I support for mortgage servicing inquiries.
- Assist with statement requests, escrow questions, and payment inquiries.
- Support Treasury Management clients with password resets and basic technical troubleshooting.
- Serve Private Banking clients when their Private Banker is unavailable.
- Collaborate with internal business partners to ensure seamless client service.
- Maintain accurate client information and account documentation.
- Process requests and provide support through interdepartmental ticketing systems.
- Assist with client communications during mergers and acquisitions.
- Ensure compliance with all banking regulations, policies, and procedures.
- Support team goals and special projects as assigned.
Benefits
- Competitive base salary + performance incentives
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off, holidays, and volunteer time
- Career growth and leadership development opportunities
- A values-driven, people-first culture
- Opportunities to make a meaningful impact in your local community
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
