Part-time Senior Client Care Specialist (Branch Teller)

Western Alliance Bank•San Diego, CA

12d•Onsite

About The Position

The Senior Client Care Specialist provides professional, prompt, accurate, and client-focused banking service while exemplifying a sales, service, and operations philosophy. The role handles complex transactions and service requests under established policies and procedures, responds to inquiries from clients and business partners, and works in a fast-paced team environment requiring multitasking across multiple systems. The specialist owns client inquiries from initial contact through resolution, whether handled in person, by telephone, email, or written correspondence. The role includes setting client expectations, recommending appropriate products and services, researching and documenting requests, verifying client identities, mitigating risk, and escalating issues when appropriate. The specialist may also proactively contact clients, review reports, and perform operational processes or controls. The position is located in San Diego, California, at the Golden Triangle branch.

Requirements

At least 2 years of related experience in customer service, branch banking operations, treasury management service, or a similar field.
High school diploma.
Entry-level to intermediate knowledge of general banking, loans, treasury management, and other commercial banking products and services.
Entry-level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
Advanced speaking and writing communication skills.

Nice To Haves

Entry-level to intermediate experience working in a call center or with cash handling.

Responsibilities

Accurately and efficiently process transactions and complex service requests according to established policies and procedures.
Respond to client and internal or external business partner inquiries with professional, resourceful, client-centric communication.
Own client issues through resolution, including any required follow-up, using in-person, telephone, email, and written channels.
Assess urgency in time-critical situations and engage appropriate internal resources through timely escalation when necessary.
Set client expectations and recommend appropriate products and services.
Research and document client requests thoroughly to mitigate risk and resolve inquiries with precision and care.
Follow client verification procedures to validate identities before releasing information or assisting with transactions.
Meet or exceed standards for customer service, turnaround time, cross-selling, risk management, regulatory compliance, audit soundness, productivity, and efficiency.
Provide support ranging from general navigation to in-depth technical interfaces.
As requested, proactively contact clients, review reporting, and perform operational processes or controls.