Senior Banking Client Services Representative

First American•Santa Ana, CA

2d•$27 - $36

About The Position

Join a team that puts its People First! As a member of the First American family of companies, First American Trust is a federal savings bank that has provided banking, wealth management, and trust solutions on a national, full-service basis for more than five decades. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. Responsible for some or all aspects of the Bank Service/Client Services functions dependent on functional group to include (i) New Account set up/account conversion/maintenance/training and management of user access rights (ii) Customer Service & Transactional processing driving day-to-day operational excellence, while maintaining the highest level of customer service standards and ensuring compliance requirements are met.

Requirements

High School diploma or equivalent; some college preferred.
Typically has 4-6 years of directly related experience.
Experience using banking platform systems and/or operations background.
Working knowledge of banking platform systems.
Excellent verbal, listening and written communication skills.
Polished customer service skills and strong phone etiquette.
Wide range of bank product and system/platform knowledge.
Inquisitiveness and problem-solving skills.
Ability to work effectively in a time sensitive, high-volume environment handling complex or difficult transactions.
Self-motivated and results-oriented.
High degree of patience and problem management techniques to resolve problems.
Excellent verbal, listening and written communication skills.
Polished customer service skills and strong phone etiquette.
Wide range of bank product and system/platform knowledge.
Inquisitiveness and problem-solving skills.
Ability to work effectively in a time sensitive, high-volume environment handling complex or difficult transactions.
Self-motivated and results-oriented.
High degree of patience and problem management techniques to resolve problems.
Excellent organizational skills with the ability to multitask, prioritize and follow up.
Proficient in Microsoft Office.
Knowledge of fundamental concepts, practices, and procedures of Client Services.

Responsibilities

Receive incoming calls and email requests from clients.
Set up deposit accounts (limited account types).
Track outstanding or unresolved requests from clients and follow up as appropriate.
Strong customer knowledge of multiple Bank products and systems/platforms.
Responsible for timely follow-up and resolution on all outstanding issues.
May act as the team’s resource and subject matter expert.
May have specific project related duties as assigned by supervisor such as report writing, documenting procedures and processes, etc.
Perform other duties assigned by Supervisor as needed.
Tasks are generally more complex in nature and usually involve evaluation, originality, and judgment.
Establishes effective working relationships at the department level.
Follow department’s processes and procedures in daily activities, actively identify areas of improvement and recommend solutions.
Actively contribute to the results of a team and works toward achieving goals and objectives.

Benefits

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

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