Client Services Specialist - Hoover, AL

Regions Bank•Hoover, AL

3d•Onsite

About The Position

At Regions, the Client Services Specialist is the first point of contact for commercial and business clients using treasury management products and services, which may be complex. The role provides ongoing phone and email support, performs remote troubleshooting, investigates banking issues, and coordinates with other bank departments to resolve transaction disputes, inquiries, and payment-processing problems. The position is based at the Riverchase Operations Center in Hoover, Alabama, and is 100% onsite. After approximately 6 to 9 months, work-arrangement flexibility may be reviewed based on business needs, performance, and operational requirements, with remote work potentially considered. Training is scheduled Monday through Friday, 8 a.m. to 5 p.m. for 10 weeks. After training, the 40-hour weekly schedule falls between 6 a.m. and 7 p.m., Monday through Friday; shifts are assigned based on business needs. The role tracks time and is eligible for overtime for hours worked over 40 per week under the Fair Labor Standards Act. The job's target pay range lists a minimum of $37,750 and a median of $44,940; it is not incentive eligible.

Requirements

High school diploma or GED.
One year of customer service or treasury management experience.
Ability to accurately observe stable and scrolling on-screen text and images.
Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone.
Ability to operate a keyboard and mouse to type and make on-screen selections.
Ability to work at a computer for extended periods.
Ability to diagnose and resolve basic technical issues.
Ability to handle calls professionally, demonstrate ownership, and aim for one-call resolution while meeting established service standards.
Adaptability and flexibility to adjust to changing environments and product offerings.
Customer-oriented and cool-tempered demeanor.
Good analytical and problem-solving skills.
Strong typing skills.
Clear verbal communication over the phone and the ability to provide concise, accurate written communication to business customers by email.
For remote work from a location other than a Regions facility, internet download speed of at least 50 Mbps and upload speed of at least 5 Mbps, confirmed by speedtest.net or provider documentation; a direct Ethernet connection to the internet router is required, and satellite internet, Wi-Fi, and Wi-Fi extenders are not allowed.

Nice To Haves

Bachelor's degree or technical certification.
Technical support experience.
One year of call center experience (strongly preferred).

Responsibilities

Provide ongoing phone and email support for treasury management products and services.
Perform remote troubleshooting using diagnostic techniques and pertinent questions.
Troubleshoot file mapping and advise clients on necessary changes.
Take ownership of researching and resolving complex banking issues.
Handle client phone interactions while documenting events in the call-tracking application.
Manage workload to ensure issues are resolved promptly.
Serve as a liaison between assigned departments and other areas of the bank to resolve transaction disputes, inquiries, and payment-processing issues.