Client Services Specialist - Hoover, AL
About The Position
At Regions, the Client Services Specialist is the first point of contact for commercial and business clients who use treasury management products and services. The role provides ongoing phone and email support, including remote troubleshooting, assistance with file mapping, and research and resolution of complex banking issues. The specialist documents calls, manages a workload to resolve issues promptly, and liaises with bank departments to address transaction disputes, inquiries, and payment processing issues. The position is based onsite at the Riverchase Operations Center in Hoover, Alabama. After approximately 6 to 9 months, work-arrangement flexibility may be reviewed based on business needs, performance, and operational requirements, with the possibility of considering remote work.
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 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 service standards.
- Adaptability and flexibility to adjust quickly 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 concise, accurate written communication with business customers by email as appropriate.
- For remote work from a location outside 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, and a direct Ethernet connection to the internet router; 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 or email support for treasury management products and services, which may be complex.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Troubleshoot file mapping and advise clients about 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.
- Liaise with assigned departments and other areas of the bank to resolve transaction disputes, inquiries, and payment processing issues.
Benefits
- Paid vacation and sick time.
- 401(k) with company match.
- Medical, dental, and vision benefits.
- Disability benefits.
- Health savings account.
- Flexible spending account.
- Life insurance.
- Parental leave.
- Employee assistance program.
- Associate volunteer program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
