Client Solutions Center Specialist

Centier Bank • Merrillville, IN

5d

About The Position

The Client Solutions Center Specialist 1 provides an outstanding client experience by responding to inquiries, answering questions, resolving concerns, and completing requested services in a polite and professional manner. The role educates clients about Centier’s financial products and services and refers or sells appropriate options based on client needs. Specialists maintain confidentiality, follow bank and department standards, and take ownership of client requests through resolution whenever possible. The position requires flexibility to work evenings and some weekends, with open availability for all department hours listed: Monday–Friday, 7:00 AM–8:00 PM CST; Saturday, 8:00 AM–3:00 PM CST; and Sunday, 10:00 AM–3:00 PM CST.

The role also supports clients with account and digital banking questions, fraud resolution, forms, transactions, account lookups, and referrals to other bank departments or specialists. Specialists document interactions in the CRM, follow up with clients when needed, participate in coaching, and contribute ideas to improve processes and client experience.

Requirements

• High school diploma or equivalent.
• One to two years of customer service experience; phone experience preferred.
• Strong written and verbal communication skills.
• Ability to listen to client concerns, consider options, and respond appropriately.
• Patient and empathetic attitude.
• Ability to multitask and toggle between programs.
• Comfort working in a fast-paced environment.
• Strong computer skills, including basic working knowledge of Microsoft Word, Excel, and Teams.
• Consultative skills to identify clients’ financial needs.
• Strong organizational skills and high attention to detail.
• Ability to gain knowledge and capabilities resourcefully.
• Availability to work evenings and weekends, with open availability for all listed department hours.
• High-speed internet connection required when working remotely.

Nice To Haves

• Banking experience.
• Phone-based customer service experience.

Responsibilities

• Follow Centier’s Mission, Essentials of Excellence, and Values in all interactions.
• Provide high-quality, friendly, positive, and professional service, using clients’ names and maintaining confidentiality.
• Answer client inquiries accurately and resolve concerns, complaints, and problems efficiently, seeking management assistance when needed.
• Take ownership of the client experience and provide end-to-end service whenever possible.
• Stay current on relevant information, job aids, policies, procedures, products, services, and available resources.
• Maintain files for pending and completed projects and participate in personal development and training.
• Help clients navigate the digital account-opening process and the bank’s digital platform and features.
• Build rapport, identify client needs, recommend and explain solutions, handle objections, and ask for business.
• Refer clients to the online account-opening platform and refer them to specialists in other lines of business when appropriate.
• Educate clients about products, services, specials, and events, and offer to send information.
• Act as a liaison with other departments to ensure client issues are fully resolved.
• Complete and process forms on behalf of clients and order checking and line-of-credit checks for current and new clients.
• Assist with fraud resolution, including disputes and fraud affidavits, and escalate cases to Fraud Operations when necessary.
• Respond to voicemails in accordance with the Essentials of Excellence.
• Log client interactions and relevant notes in the CRM.
• Use systems to complete transactions, look up accounts, and research and answer client inquiries.
• Use the digital administrative platform to troubleshoot user issues and escalate when necessary.
• Follow up with clients and potential clients through outbound calls when necessary.
• Route calls and inquiries to the appropriate branch or department.
• Review reports weekly and monthly and participate in weekly coaching sessions with the Team Leader.
• Evaluate processes and recommend improvements to efficiency and the client experience.

Benefits

• Free visits and prescriptions through Marathon Health Clinics.
• Generous paid time off.
• Tuition reimbursement.
• 401(k) match.
• Associate Stock Ownership Plan.
• Daycare reimbursement.
• Free onsite fitness center and fitness reimbursements.
• Health and wellness programs.
• Career growth opportunities.
• Work/life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED