Part-time Client Services Care Specialist

About the position

As a Part-time Client Care Specialist, you will focus on displaying a high level of client service, and providing a professional, prompt, and accurate banking experience and exemplify the department’s 'sales, service, and operations' philosophy. You'll perform transactions and service requests in accordance with established policies and procedures, assess and respond to inquiries from both clients and internal and external business partners. You will work on a team in a fast-paced environment that requires multitasking with accuracy, toggling between multiple systems and engaging clients, while responding to questions and/or communicating resolutions in an efficient and effective manner. As a key member of the team, you may be asked to proactively contact clients, review reporting, or perform other operational processes or controls. One of your key responsibilities is to set client expectations, recommend appropriate products and services, and mitigate risk by thoroughly researching and documenting client requests and escalating issues when appropriate. You will exhibit excellent problem solving, functional communication, and technical skills, along with a drive for exceptional client service. Responsible for accurately and efficiently processing transactions, responding to client inquiries or requests with resourceful and effective client-centric communication, with a focus on assisting, researching, and resolving inquiries with professionalism, precision, and care. Accepts ownership of issues through resolution of all client inquiries either in-person or by using telephone, email, and written correspondence including any additional follow-up. Understands and responds to clients based on the urgency around time-critical situations and escalates issues to engage the appropriate internal resources in a timely manner when necessary. Meets or exceeds service level standards including customer service, turn-around time, cross selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency. Adheres to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions. Provides support from general navigation to in-depth technical interfaces.

Responsibilities

• Display a high level of client service and provide a professional banking experience.
• Perform transactions and service requests in accordance with established policies and procedures.
• Assess and respond to inquiries from clients and business partners.
• Work in a fast-paced environment requiring multitasking and accuracy.
• Proactively contact clients and review reporting.
• Set client expectations and recommend appropriate products and services.
• Mitigate risk by researching and documenting client requests.
• Exhibit excellent problem solving and communication skills.
• Process transactions accurately and efficiently.
• Respond to client inquiries with effective communication.
• Accept ownership of issues and resolve client inquiries.
• Understand and respond to time-critical situations.
• Meet or exceed service level standards.
• Adhere to client verification procedures.

Requirements

• High school diploma.
• 1+ years of direct, related experience in Customer Service, Branch Banking Operations, and/or Treasury Management Service.
• Entry level to intermediate knowledge of general banking operations.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations.
• Entry level to intermediate experience working in a call center or cash handling preferred.
• Strong speaking and writing skills for internal and external audiences.

Benefits

• Competitive salaries.
• Ownership stake in the company.
• Medical and dental insurance.
• Time off.
• Great 401k matching program.
• Tuition assistance program.
• Employee volunteer program.
• Wellness program.