Financial Customer Service Representative

Job Description

Job Description

Financial Client Care Specialist

Position Overview

We are seeking a skilled and dedicated Financial Client Care Specialist to join our banking contact center team. In this role, you'll be the trusted voice for our clients, providing exceptional service while handling complex financial transactions and banking inquiries. If you have a passion for helping clients navigate their financial needs and have banking experience, we want to hear from you.

Schedule & Compensation

• Schedule: 10am-7pm
• Rotation: Must be able to work weekends
• Position Type: Full-time
• Work Environment: Regular office environment - onsite call center

What You'll Do Client Service & Support

• Answer inbound calls from clients with banking inquiries and service requests
• Assist clients with account inquiries, transactions, and financial services
• Provide accurate information about banking products, services, and policies
• Document all client interactions professionally and accurately in banking systems
• Handle client concerns and complaints with professionalism and empathy
• Resolve issues efficiently or escalate appropriately when needed

Banking Operations

• Process banking transactions including deposits, withdrawals, transfers, and account changes
• Establish and manage customer accounts according to bank policies and procedures
• Verify client identity and security information
• Maintain compliance with banking regulations and security protocols
• Navigate banking systems and databases accurately
• Maintain detailed records of all transactions and client interactions

System & Technology Management

• Utilize banking customer care systems and databases (including Synovus platforms, if applicable)
• Navigate multiple computer systems while assisting clients
• Input client information accurately and completely
• Use CRM systems to track client interactions and account history
• Troubleshoot basic technical issues or escalate as needed

Quality & Performance

• Meet quality standards for call handling and customer satisfaction
• Maintain professional communication standards at all times
• Follow company policies and procedures consistently
• Adhere to schedule and attendance requirements
• Participate in ongoing training and development

Required Qualifications

Education:

• High school diploma or equivalent (GED, diploma from accredited school)

Experience:

• Minimum 2 years of Retail Banking or Banking-related contact center experience, OR
• Current/previous experience as a Client Care Specialist II or equivalent role

Essential Skills & Abilities:

• Strong verbal and written communication skills
• Ability to handle multiple tasks and prioritize effectively
• Proficiency with computer systems and banking software
• Ability to work in a fast-paced, high-call-volume environment
• Attention to detail and accuracy in data entry and transactions
• Professional demeanor and ability to remain calm under pressure
• Problem-solving skills and ability to think critically
• Active listening and ability to understand client needs

Availability:

• Must be available to work weekends
• Must be able to commit to 10am-7pm schedule
• Reliable attendance and punctuality

Preferred Knowledge, Skills, & Abilities

• Retail banking or banking-related contact center experience
• Knowledge of banking transactions and policies/procedures associated with establishing customer accounts
• Familiarity with Synovus Customer Care related programs, systems, and databases (or similar banking platforms)
• Excellent interpersonal and rapport building skills
• Experience handling sensitive financial information
• Basic knowledge of banking products (checking, savings, loans, credit cards)
• Experience with quality assurance or customer satisfaction metrics

Core Competencies

✓ Customer Focus: Committed to providing exceptional service and resolving client issues ✓ Banking Knowledge: Understands banking transactions, products, and procedures ✓ Technical Proficiency: Comfortable navigating multiple systems and platforms ✓ Communication: Clear, professional communication with clients and team members ✓ Accuracy & Detail: Precise in data entry and transaction processing ✓ Reliability: Consistent attendance and punctuality ✓ Flexibility: Willing to work rotating weekends and adapt to changing priorities ✓ Professionalism: Maintains composure and professionalism in all situations ✓ Teamwork: Collaborates effectively with colleagues and management

Work Environment

• Location: On-site call center (regular office environment)

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage

Company Description

Etech's Vision\r\n\r\nTo make a remarkable difference for our people, our customers and within our communities.\r\n\r\nEtech's Mission\r\nEtech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.\r\n\r\nOur Character Commitments\r\n\r\nEtech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.\r\n\r\nIntegrity\r\nValuing People\r\nTeamwork\r\nAccountability\r\nCommunication\r\nVision\r\nAdaptability\r\nHumility\r\nCreativity\r\nTeachability\r\nPositive Influence\r\nCourage