Client Service Representative (CSR)

Job Responsibilities Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting Commercial Banking teams including consumer and business clients as needed, with the daily processing of customer information and requests. Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements. Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients. Assists in the review of daily reports, temporary overdrafts, and funds transfer requests, outgoing wire and internal, including fee modifications and waivers. Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC. Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing. Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand. Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail. Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes. Participates and collaborates in banking projects as needed. Job Qualifications 3+ years of experience in financial industry or transferrable skills. Knowledge of BSA, AML, KYC, and other regulatory requirements related to financial transactions is highly desirable. Passion for providing white glove customer service. Excellent customer service and communication skills. Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity. Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations. Desire to be part of a team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious. Self‑starter with the ability to multi‑task/prioritize workload to ensure timely, efficient and accurate execution. Associate Degree/Bachelor Degree or transferrable experience for position. Excellent interpersonal and communications skills both written and oral. Proven ability to effectively multi‑task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in‑person, email etc.) Utilizes problem‑solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues. Strong technical skills including MS Office: Excel, Word and PowerPoint. Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus. Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required. Compensation The expected annual salary for this position is between $70,000 - $86,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Equal Employment Opportunity All your information will be kept confidential according to EEO guidelines. As set forth in IDBNY’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr