Client Support Representative

Lake Ridge Bank•Evansville, WI

About The Position

Lake Ridge Bank is seeking a motivated Client Support Representative to serve as an initial point of contact for clients through phone, chat, email, and interactive teller machines (ITMs). The role provides assistance with banking inquiries, resolves client concerns, and supports client trust and satisfaction while maintaining efficiency, security, and confidentiality. The representative handles client service and account-management requests, processes financial transactions, investigates potential fraud, supports card and payment services, and performs banking transactions through ITMs. The position also includes teamwork, training, community involvement, additional duties as needed, and compliance with bank security and regulatory requirements.

Requirements

Associate degree in Business, Accounting, or Finance, and/or 1–2 years of experience in a financial services work environment.
Previous client service experience; call center or banking experience is valuable.
Solid understanding of financial products and services.
Strong working knowledge of Microsoft Office Suite and proficient typing/keyboarding skills.
Strong organizational skills and ability to prioritize competing tasks in a fast-paced environment.
Strong attention to detail, excellent follow-up skills, and ability to work efficiently, accurately, and independently.
Willingness to work toward department goals and performance standards, including working additional hours and attending outside educational programs as needed.
Flexibility with hours to meet department demands.
Ability to speak, read, write, and understand English well and speak clearly.
Willingness and ability to participate in community functions involving the office.
Demonstrated ability to represent the organization in a professional, positive manner.

Nice To Haves

Previous client service experience in a call center or banking environment.

Responsibilities

Handle inbound calls and provide high-quality client service and clear information about account inquiries.
Maintain positive relationships with internal and external contacts, clients, and potential clients; explain products and services and provide additional information as needed.
Research and help resolve client issues, take ownership of requests requiring follow-up or assistance from other departments, and suggest ways to improve service and efficiency.
Process loan payments for internal and external loans and create new caller records in the database.
Investigate and promptly resolve fraud cases.
Distribute statements and tax documents upon request.
Reset PINs, activate cards, update card information, implement travel notices, and adjust debit card limits for business and personal accounts.
Fulfill check orders and update client contact and personal information.
Process transfers and card payments, issue fee refunds, and handle requests to increase mobile deposit limits.
Verify cashier’s checks and money orders to help prevent fraud.
Update client addresses, execute authorized stop-payment orders, make account adjustments, and mediate disputes.
Support bill pay services and basic partner care responsibilities.
Assist with Zelle enrollment, settings changes, and information about limits.
Close accounts in accordance with company procedures.
Process ITM transactions accurately and efficiently, including check cashing, withdrawals, deposits, and loan payments.
Review captured image items in detail to verify transaction accuracy.
Communicate openly and honestly with team members and management and work collaboratively toward department goals.
Work additional hours and take on additional responsibilities in other rotations as needed.
Participate in internal and external training, as appropriate.
Participate in community involvement and bank activities, as appropriate.
Perform other duties as assigned or requested.
Complete annual bank security and compliance training and follow applicable security, compliance, and policy guidelines.
Maintain client confidentiality and stay current on compliance regulations through training and daily education.