Client Contact Center Specialist

Title: Client Contact Center Specialist Location: Livermore, CA Hiring salary range: $26.01 - $34.95 per hour Position Summary Fremont Bank — one of the Bay Area’s most respected and long-standing financial institutions — is seeking a strategic, hands-on professional to join and help advance our Client Contact Center team. This is a high-impact opportunity to contribute to the success of a mission-driven organization committed to excellence, community service, and strong client relationships. If you’re energized by purpose-driven work, collaboration, and delivering meaningful results, we’d love to connect. Why Fremont Bank? Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships—with our clients, our associates, and our communities. The Fremont Bank Way Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service No-Compromise Approach — we help clients get to “yes” Core Values: Go above and beyond for clients Foster a supportive and empowering environment for associates Deeply invest in the well-being of our local community Position Overview The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Client Contact Center Specialist adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill service requests and cross-sell relevant products and services as presented by the client. The Client Contact Center Department is a high-volume contact center serving customers and the sales team. Role and Responsibilities Handle incoming phone calls and resolve client inquiries; present company products and services to help clients achieve their financial goals Acquire in-depth knowledge of products and services offered to ensure client needs are met Ability to cross-sell the company’s products and services Maintain knowledge of Fremont Bank products and services, review client profiles to effectively promote beneficial products/services Partner with Bankers, Commercial Loan Officers, and Financial Advisors and connect customers to experts for specialized needs Work closely with Mortgage Officers to offer mortgage and home equity lines of credit Strive to provide the “Six Diamond” experience in every interaction Ensure all interactions with clients and staff are professional, accurate, high quality, with integrity Resolve client issues by offering solutions, corrections, or adjustments; follow up to ensure satisfaction Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures Collaborate with internal departments to confirm/update client information and expedite research or referrals Submit Travel Advisory forms and assist with ATM questions; coordinate with the ATM Department to resolve issues Process stop payments and stop payment releases as requested Handle REG E claims for electronic transaction disputes Assist mortgage loan related clients as needed Required to meet quarterly sales goals Perform other job-related duties as assigned Minimum Qualifications Associate degree in business-related field or equivalent work experience 2+ years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls Telemarketing experience required Ability to multitask and use multiple applications simultaneously Banking experience in retail sales Familiar with a variety of the field’s concepts, practices, and procedures Excellent customer service and communication skills, including professional phone skills Ability to work independently and handle multiple tasks Effective problem-solving skills Flexibility with schedule to ensure proper coverage, including weekends and holidays What Makes Fremont Bank Associates Thrive? Team Players who go above and beyond to support colleagues Action-Oriented professionals who challenge the status quo Purpose-Driven individuals who understand and champion the bank’s community impact Benefits Snapshot Health & Wellness Medical, dental, and vision insurance; Flexible Spending Accounts (FSA, Dependent Care, Health Savings) Financial & Retirement Employee Stock Ownership Plan (ESOP); 401(k) with employer match; Performance-based bonuses or incentives Work-Life & Perks Paid holidays, vacation, sick time, and parental leave; Free personal checking and savings accounts; Home loan rate discounts; Tuition reimbursement and professional development resources; On-site gym and discounted health club memberships; Employee Assistance Program (EAP) Equal Opportunity Employer Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification. Salary Range The hiring salary range for this position is $26.01 - $34.95 per hour, based on factors such as experience, skills, education, and internal equity. Compensation decisions are made in consideration of these factors and in alignment with Fremont Bank’s compensation philosophy. Employee Stock Ownership Plan (ESOP) The Employee Stock Ownership Plan (ESOP) is a way for Fremont Bank to contribute to the financial well-being of associates by making a contribution to their retirement account. In addition, the ESOP provides associates an opportunity to share in the growth and prosperity of Fremont Bank. Note to Search Firms: Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement. Unsolicited resumes will be considered the property of Fremont Bank, and no fees will be paid. #J-18808-Ljbffr Fremont Bank