Senior Client Care Specialist

Western Alliance Bank • Henderson, NV

1d • Onsite

About The Position

As a Client Care Specialist, you will display a high level of client service, provide a professional, prompt, and accurate banking experience, and exemplify the department’s “sales, service, and operations” philosophy. You will perform complex transactions and service requests in accordance with established policies and procedures, and 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. You will be 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. You will accept 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. You will understand and respond to clients based on the urgency around time-critical situations and escalate issues to engage the appropriate internal resources in a timely manner when necessary. You will meet or exceed service level standards including customer service, turn-around time, cross-selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency. You will adhere to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions. You will provide support from general navigation to in-depth technical interfaces.

Requirements

• 2+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field.
• High school diploma required.
• 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 cash handling preferred.

Responsibilities

• Perform complex 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.
• Multitask with accuracy, toggling between multiple systems and engaging clients, while responding to questions and/or communicating resolutions in an efficient and effective manner.
• Proactively contact clients, review reporting, or perform other operational processes or controls.
• Set client expectations, recommend appropriate products and services, and mitigate risk by thoroughly researching and documenting client requests and escalating issues when appropriate.
• Exhibit excellent problem-solving, functional communication, and technical skills, along with a drive for exceptional client service.
• Accurately and efficiently process transactions, respond 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.
• Accept 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.
• Understand and respond to clients based on the urgency around time-critical situations and escalate issues to engage the appropriate internal resources in a timely manner when necessary.
• Meet or exceed service level standards including customer service, turn-around time, cross-selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency.
• Adhere to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions.
• Provide support from general navigation to in-depth technical interfaces.

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
• Opportunity to bolster business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED