Part-time Senior Client Care Specialist (Branch Teller)

Western Alliance Bank•San Diego, CA

15d•$28 - $34•Onsite

About The Position

The Senior Client Care Specialist provides professional, prompt, and accurate banking service while exemplifying a sales, service, and operations philosophy. The role processes complex transactions and service requests in accordance with established policies and procedures, and responds to inquiries from clients and internal or external business partners. It requires multitasking accurately in a fast-paced team environment, switching between systems, and communicating effective resolutions. The specialist may proactively contact clients, review reporting, or perform operational processes and controls. The position also involves setting client expectations, recommending appropriate products and services, mitigating risk through research and documentation, and escalating issues when appropriate. The specialist processes transactions accurately and efficiently and resolves client inquiries with professionalism, precision, and care. They own inquiries through resolution, including follow-up across in-person, telephone, email, and written channels. They respond according to the urgency of time-critical situations and engage appropriate internal resources as needed. The role supports clients with everything from general navigation to in-depth technical interfaces, while meeting service, turnaround, cross-selling, risk management, regulatory 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 handling cash.

Responsibilities

Process transactions and service requests accurately and efficiently in accordance with established policies and procedures.
Respond to and resolve client inquiries and requests using resourceful, effective, client-centered communication.
Own client issues through resolution and follow up through in-person, telephone, email, or written correspondence.
Prioritize time-critical situations and escalate issues to appropriate internal resources when necessary.
Meet or exceed customer service, turnaround time, cross-selling, risk management, regulatory compliance, audit soundness, productivity, and efficiency standards.
Verify client identities before releasing information or assisting with transactions.
Provide support ranging from general navigation to in-depth technical interfaces.
Set client expectations, recommend suitable products and services, and research and document requests to mitigate risk.
Potentially contact clients proactively, review reporting, and perform operational processes or controls.