Consumer Digital Client Care Specialist

Western Alliance Bank•Chandler, AZ

1d•Onsite

About The Position

Client Care Specialist answers complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of Consumer and Small Business products and systems to deliver an exceptional client experience during each customer interaction. Specialists possess excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. The Specialist works in a fast-paced environment that requires accuracy, use of logic skills and multi-tasking, toggling between multiple systems while clearly communicating resolutions in an efficient manner. Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces. Researches and resolves a wide variety of complex incoming inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires, etc., while serving clients with professionalism, precision, and care. Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Partners with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk mitigation and client focus. Understands the client’s needs and responds based on the urgency around time-critical situations and escalates issues to management in a timely fashion when necessary. Sets client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues. Works independently in accordance with established regulatory requirements without supervision. Periodically assists in special projects and tasks including training fellow associates when necessary. Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.

Requirements

1+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field.
High school diploma required.
Entry level knowledge of general banking, loans, treasury management and other commercial banking products and services.
Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
Advanced speaking and writing communication skills.

Nice To Haves

Experience working in a call center or cash handling preferred.

Responsibilities

Answers complex telephone and email inquiries from business and consumer clients and internal departments.
Utilizes in-depth knowledge of Consumer and Small Business products and systems to deliver an exceptional client experience.
Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces.
Researches and resolves a wide variety of complex incoming inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires, etc.
Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up.
Partners with internal associates to provide treasury solutions in a consultative manner.
Understands the client’s needs and responds based on the urgency around time-critical situations.
Escalates issues to management in a timely fashion when necessary.
Sets client expectations and mitigate risk by thoroughly researching and documenting client issues.
Escalates new or unresolved system/process issues.
Works independently in accordance with established regulatory requirements without supervision.
Periodically assists in special projects and tasks including training fellow associates when necessary.
Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.

Benefits

Competitive salaries
Ownership stake in the company
Medical and dental insurance
Time off
401k matching program
Tuition assistance program
Employee volunteer program
Wellness program
Opportunity to bolster business knowledge
Learning the ins and outs of how successful companies operate and manage their finances
Invaluable hands-on experience to help grow your career