Client Services Specialist II

Industrial Bank of Washington•Largo, MD

3d•$45,409 - $68,115•Hybrid

About The Position

Industrial Bank is a Community Bank that was established in 1934 and has been successfully operating for 91 years. It has acquired the distinction as a Community Development Financial Institution, with a mission to invest in low to moderate income communities we serve in the Mid-Atlantic region ranging from DC, Maryland, Virginia, New Jersey and New York City. Industrial Bank is known for its community engagement and volunteer participation in all the communities it serves. We embrace a culture of Professional Kindness and Ideal Team Player. This is a hybrid position, with a work location at 99 Commerce Place, Largo, MD. Industrial Bank provides health, dental, vision, 401k, performance bonuses, vacation, sick/safe pay, personal days, company paid short and long-term disability and life insurance plan. The salary range for this position is: $45,408.96 to $68,115.3 The Client Service Specialist II is an experienced contact center professional who serves as the first point of contact for clients, providing exceptional, courteous, professional and quality service across voice, chat, and video channels. This role serves as a subject matter resource who delivers advanced banking solutions while promoting digital adoption. This role provides a seamless omnichannel client experience by assisting with digital banking navigation, guiding clients through self-service options and identifying opportunities to enhance the client experience while adhering to compliance and security standards The Client Service Specialist II is knowledgeable in banking operation processes and compliance regulations to effectively manage inquiries from retail branches and other departments within the company Expert knowledge on the Bank products and services. Thorough knowledge of procedures and policies with respect to banking transactions Follow established scripts, workflows, and quality standards Document all interactions accurately within CRM and Glia platform Manage follow-ups and callbacks promptly Business writing skills are essential to ensure templates are used correctly and emails to customers are grammatically and formatted accurately Advice customers on current rates for Certificates of deposit, IRA, Money Market, etc.

Requirements

High School diploma or equivalent.
One to Two years of omnichannel experience
Three to Five years customer service experience
Three or more years of banking experience
Must type at least 55 wpm
Proficient business writing experience
Must have proficient telephone etiquette

Nice To Haves

Banking Platforms
Microsoft Suite applications
Glia a Digital Customer Service (DCS) platform

Responsibilities

Delivers advanced banking solutions while promoting digital adoption
Assisting with digital banking navigation
Guiding clients through self-service options
Identifying opportunities to enhance the client experience while adhering to compliance and security standards
Effectively manage inquiries from retail branches and other departments within the company
Follow established scripts, workflows, and quality standards
Document all interactions accurately within CRM and Glia platform
Manage follow-ups and callbacks promptly
Advice customers on current rates for Certificates of deposit, IRA, Money Market, etc.