Client Success Representative

Central Valley Community Bancorp • Fresno, CA

350d • $21 - $28

About The Position

The position is a full-time, non-exempt role within the Banking Services department located in Fresno, CA. The primary responsibility is to respond to client service requests from incoming telephone calls, ensuring a positive client experience by identifying their needs and providing solutions or directing them to the appropriate team member when necessary.

Requirements

• Proficiency with Windows PC computer navigation, Internet browsers, and email applications.
• Basic knowledge of banking products, services, and terminology.
• Professional customer service skills that demonstrate patience, empathy, attentiveness, and concern for client expectations.
• Aptitude for sales and business development.
• Effective problem-solving and decision-making skills.
• Aptitude for detail and organization.
• Professional verbal communication skills.
• Basic math skills (addition, subtraction, multiplication, and division).
• Ability to independently manage tasks and priorities.
• Proficiency at speaking, reading, and writing English.

Nice To Haves

• Two years of experience working in a banking center environment.
• Two years of experience opening new accounts and accepting consumer loan applications.
• Experience working in a call center environment.

Responsibilities

• Respond to incoming telephone calls from clients and identify their needs, problems, and concerns.
• Be an informational resource to help clarify Bank notices and alerts; process client requests; conduct research across multiple databases/departments to resolve or facilitate the resolution of issues.
• Educate clients on the benefits of CVCB products and services, along with the multiple online and telephone resources available to them.
• Collaborate with appropriate departments and subject-matter experts as needed.
• Waive fees and service charges as deemed prudent/necessary to support the client.
• Facilitate the client's selection, application, opening, and activation of various bank products and services, including checking and savings accounts, VISA cards, and online services.
• Verify supporting documentation and demonstrate the best way for the client to access the products and services of their choosing.
• Introduce clients to other product and service specialists, such as mortgage and investments.
• Coordinate appointments and conduct follow-up calls to ensure client's needs are met and expectations are exceeded.
• Initiate quality assurance calls to clients to evaluate their satisfaction with the services and assistance provided.
• Complete new account setups for special services such as product management accounts and trusts for the Cash Management Team.
• Provide Teller Support to branches in the Fresno, Prather, Kerman, Madera, and Visalia Region, assisting with client deposits, withdrawals, inquiries, and various other products and services as needed.

Benefits

• Excellent benefits package for eligible employees and their families.
• Competitive salary BOE in the range of $21.71 - $28.22 Hourly.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 251-500 employees