Client Support Specialist

The Client Support Specialist is responsible for performing a full range of customer service-oriented telephone and e-mail support activities for customers and Bank personnel; handling incoming calls; providing immediate answers to basic questions regarding accounts; actively listening, troubleshooting and resolving customer questions or concerns; identifying to complete banking transactions, and to escalate unresolved customer issues to the appropriate manager/department.

Duties & Responsibilities:

1. Provides basic support to Bank customers by phone or email as directed or where service or assistance is needed; demonstrates superior customer service with appropriate follow-through with involved customers and employees.
2. Greets customers professionally; responds to phone and email inquiries of a specific or general nature; determines appropriate response or direction for the caller or email.
3. Handles large numbers of incoming calls; Provides accurate, valid and complete information by using the right methods/resources.
4. Resolves customer concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees/charges with the concurrence of Bank management; identifies and escalates unresolved issues to the Senior CSS, CSM, and manager/department.
5. Performs various operational duties; processes account balance or transfer requests, stop payment orders, changes of address, resets online banking passwords, Zelle, Apple Pay, and other such customer requests or authorizations based upon proper customer identification, authorization, and approval. Reviews various reports, prepares correspondence such as internal emails to customers.
6. Identifying opportunities and referring to appropriate departments.
7. Assists in special projects for the department as directed.
8. Inputs call and email information accurately and efficiently in the Service Desk for tracking.
9. Attend various product knowledge and customer service training presentations.
10. Maintains a proficient knowledge of all applicable banking rules and regulations.
11. Assumes responsibility for various department functions in the absence of staff members or in overload situations.

General:

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for your own actions.
• Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
• Complies with all applicable OSHA safety standards, including:
• Read the workplace safety and health poster at the jobsite.
• Reports on any hazardous conditions to their manager and/or HR
• Reports any job-related injury or illness to their manager and/or HR and seeks treatment promptly.

Compliance

• Complies with all bank policies and procedures and all applicable government regulations including, but not limited to [fill in based on job responsibilities] regulations, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
• Complies with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
• Adheres to privacy and information security policies and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering clients and/or confidential data by email.
• Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); one or more years related experience and/or training: or the equivalent combination of education and experience. Work related experience should consist of call center or customer service support duties in a financial institution or business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Exceptional listening, verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, write reports, correspondence and procedures, speak clearly to customers and employees.
• Courteous and professional social skills to converse with customers in a business environment and a pleasant, clear speaking voice.
• Basic experience, knowledge and training in bank operational activities, terminology and products and services.
• Basic knowledge of general office practices.
• Excellent organizational and time management skills.
• Skills in operating telephone system equipment and office equipment.
• Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs.
• Intermediate data entry and typing skills to meet production needs of the position.
• Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Strong problem-solving abilities with ability to handle stressful situations appropriately and deal with routine problems involving multiple facets and variables in non-standardized situations.
• Ability to work under general supervision while performing duties.