Client Support Representative

Lake Ridge Bank•Waunakee, 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 integrated teller machines. The role provides assistance with banking inquiries and account needs while working to resolve issues efficiently and securely and maintain client trust and satisfaction. The position handles client service and account-management tasks, including processing financial transactions, supporting loans and payment services, assisting with cards and accounts, and investigating potential fraud. It also includes rotating through the Interactive Teller Machine (ITM) area to process transactions and review captured images. The representative works with colleagues and management, participates in training and community or bank activities as appropriate, and follows bank security, compliance, and confidentiality 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 particularly valuable.
Solid understanding of financial products and services.
Strong working knowledge of Microsoft Office Suite and proficient typing/keyboarding skills.
Strong organizational skills, including the ability to prioritize competing tasks and work in a fast-paced environment.
Strong attention to detail and follow-up skills, with the ability to work efficiently, accurately, and independently.
Willingness to work toward departmental goals and performance standards, including putting in additional effort such as working additional hours or attending outside educational programs.
Flexibility with hours to meet departmental demands.
Ability to speak, read, write, and understand English well and speak clearly.
Willingness and ability to participate in community functions where the office is involved.
Demonstrated ability to represent the organization in a professional, positive manner.

Responsibilities

Handle inbound calls and provide clear information about account inquiries and the bank’s products and services.
Build and maintain positive relationships with clients, potential clients, and internal and external contacts.
Research and resolve client issues, take ownership of calls requiring follow-up or assistance from other departments, and suggest service or efficiency improvements.
Process payments for internal and external loans.
Create new caller records in the database.
Investigate and resolve fraud cases promptly.
Distribute statements and tax documents as requested.
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 clients’ contact, personal, and address information.
Process transfers and card payments, issue authorized fee refunds, and handle mobile deposit limit increase requests.
Verify cashier’s checks and money orders, execute authorized stop payment orders, make account adjustments, and mediate disputes.
Support bill pay services and basic partner care responsibilities, and assist with Zelle enrollment, settings, and limit information.
Close accounts in accordance with company procedures.
Process ITM transactions, including check cashing, withdrawals, deposits, and loan payments, and review captured image items for accuracy.
Communicate openly and honestly with team members and management and work with the team toward office and department goals.
Work additional hours or take on responsibilities in other rotations as needed.
Participate in internal and external training, as appropriate, and in community involvement or bank activities, as appropriate.
Perform other duties as assigned or requested.
Complete annual bank security and compliance training, follow security, compliance, and policy guidelines, maintain client confidentiality, and stay current on compliance regulations.