Part-time Senior Client Care Specialist (Branch Teller)

Western Alliance Bank•Beverly Hills, CA

About The Position

The Senior Client Care Specialist provides professional, prompt, accurate, and client-focused banking service while supporting the department’s sales, service, and operations philosophy. The role processes complex transactions and service requests in accordance with 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 may proactively contact clients, review reports, and perform operational processes or controls. The role sets client expectations, recommends appropriate products and services, and mitigates risk by researching and documenting client requests and escalating issues when appropriate. It owns client inquiries through resolution, including follow-up through in-person, telephone, email, or written correspondence. The specialist supports clients with general navigation and technical interfaces, verifies client identity before releasing information or assisting with transactions, and meets service, turnaround, cross-selling, risk, compliance, audit, productivity, and efficiency standards.

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 in cash handling.

Responsibilities

Accurately and efficiently process transactions and service requests in accordance with established policies and procedures.
Respond to client, internal partner, and external business partner inquiries with professional, resourceful, client-centric communication.
Research, assist with, and resolve inquiries with precision and care, taking ownership through resolution and any necessary follow-up.
Set client expectations and recommend appropriate products and services.
Thoroughly research and document client requests, mitigate risk, and escalate issues or engage appropriate internal resources when necessary.
Recognize time-critical situations and respond according to urgency.
Meet or exceed service-level standards for customer service, turnaround time, cross-selling goals, risk management, regulatory compliance, audit soundness, productivity, and efficiency.
Follow client verification procedures before releasing information or assisting with transactions.
Provide support ranging from general navigation to in-depth technical interfaces.
As requested, proactively contact clients, review reporting, and perform operational processes or controls.