Client Success Representative

Central Valley Community Bancorp-posted 12 months ago
$21 - $28/Yr
Full-time
Fresno, CA
251-500 employees
Credit Intermediation and Related Activities
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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.

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