Client Care Support Specialist

Job Description

Job Description

Description:

TITLE: Client Care Support Specialist

DEPARTMENT: 920 – Retail

JOB SUMMARY:

The Client Care Support Specialist is responsible for delivering a high-touch, best-in-class client experience while supporting the day-to-day banking needs of Private Banking and Wealth Management clients and advisors. This role serves as a centralized point of contact, providing responsive, efficient, and professional service across multiple channels. The specialist supports account servicing, addresses client inquiries and concerns, and helps ensure a seamless and positive client experience.

ESSENTIAL FUNCTIONS:

• Serve as a primary point of contact for Private Banking and Wealth Management client inquiries via phone, video banking, chat, and other communication channels.
• Answer client calls and respond to requests in a professional manner aligned with the bank’s core values, brand, and reputation.
• Support Private Bankers and Wealth Advisors with client service needs, follow-ups, administrative requests, and meeting preparation.
• Build rapport with clients while reinforcing and supporting relationship management efforts.
• Assist clients with online banking, mobile banking, bill pay, debit card transactions, disputes, and general account inquiries; route requests as appropriate and ensure proper identification and verification.
• Open, maintain, and close client accounts, ensuring accuracy and compliance with bank policies and regulatory requirements.
• Process basic retail and commercial transactions and support account servicing needs.
• Audit and verify account information and documentation for completeness and compliance.
• Identify, research, and resolve client issues using internal systems and resources, ensuring timely follow-up and resolution.
• Handle client concerns and complaints in accordance with bank standards and escalation protocols.
• Identify potential fraud or suspicious activity and follow appropriate procedures.
• Maintain strong working knowledge of deposit, lending, wealth, and fiduciary products and services.
• May assist clients with lending products, including credit cards, unsecured loans, and auto loans.
• Identify cross-selling opportunities to support the growth of the bank.
• Collaborate with team members and internal departments to ensure a seamless and positive client experience.
• Support onboarding of new client relationships through account setup, follow-up, and coordination across departments.
• Assist with internal communication, documentation, and coordination of client requests.
• May provide support to Deposit Operations and other departments, including project assistance and statement processing.
• Follow all bank safety, security, and operational procedures, including opening and closing protocols.
• Prepare and distribute client correspondence and required bank documentation as needed.
• Comply with all company or regulatory policies, procedures and requirements applicable to this position.
• Foster and preserve a culture of inclusion, innovation, collaboration, accountability, achievement and passion.
• Additional duties and responsibilities may be required to support the company’s mission, vision and values.

QUALIFICATIONS:

• High school diploma or equivalent required
• 2+ years of banking, client service, or relationship support experience preferred
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong communication, problem-solving, and interpersonal skills
• High level of attention to detail

WORKING CONDITIONS:

• Duties are performed in a professional office environment.

At Quad City Bank & Trust. we are committed to fostering and preserving a culture of inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger.

Quad City Bank & Trust. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status.

It is the policy of Quad City Bank & Trust. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.