Client Care Specialist - onsite, Franklin - Banking experience highly preferred

Job Title

Job Summary: Responds to telephone, email and internet-based inquiries from Pinnacle clients in a professional, courteous, and respectful manner to ensure client satisfaction and retention. Resolves client inquiries fairly and effectively providing accurate product and service information. Anticipates client needs and identifies referral opportunities. Takes 100% responsibility for every client interaction. Exercises good judgment in accordance with current policies and procedures when resolving client situations. Recognizes potential exceptions and seeks assistance when necessary. Analyzes and resolves client issues of a complex nature by utilizing problem solving skills and information from multiple computer databases and systems. Assists and provides guidance to less experienced team members.

Job Duties and Responsibilities

• Responds to and resolves client inquiries and concerns in a professional, courteous, and respectful manner to ensure client satisfaction and retention.
• Serves as a point of contact and information resource assisting clients with pending requests, discrepancies, statement issues, check holds, overdrafts, and service charges. Forwards complex or unusual requests to team lead or manager.
• Assists clients with troubleshooting online and mobile banking issues, products and services. Assists with password resets and bill pay issues. Processes debit card disputes and general stop payment requests.
• Owns the client experience taking immediate action to resolve client issues. Thanks each client for their business and treats every individual as a valued Pinnacle client.
• Conducts account activity research and completes client account maintenance, such as account-type changes, address changes, and statement requests.
• Performs monetary transactions including negotiation of fee reversals. Maintains fiscal responsibility when exercising judgment within prescribed guidelines. Collects information, evaluates criteria and informs client of decision in refunding service fees when appropriate.
• Utilizes internal systems and programs to document, track, and monitor each call received and processes team memberd paperwork. Creates detailed documentation to ensure inquires are processed in an accurate and timely manner.
• Maintains awareness of required client follow-up, timeliness, and work assignment completion rates. Achieves established work assignment accuracy goals.
• Recognizes and leverages opportunities to increase revenue by deepening client relationships through referral of Pinnacle products and services in support of firm sales initiatives and to meet client needs.
• Explores options with clients to find the best products and services for current and long-term banking needs. Articulates detailed information including product features and benefits.
• Assists, provides guidance, and may orient less experienced Specialists. May monitor call productivity, sales tracking, and other reports. May participate in the review of processes and procedures and make recommendations to improve efficiencies.
• Remains current regarding Pinnacle policy, product and procedural changes including client mailings and promotions and incorporates any changes into everyday working procedures.
• Continuously increases knowledge of products and services offered by Pinnacle through self-motivation, formal education, seminars and available in-house training.
• Works to exceed client expectations and quality and productivity standards to support department and firm goals and initiatives.
• Demonstrates Pinnacle HERO characteristics each day including honoring the client covenant, exceeding expectations, recognizing client needs, and owning the client experience.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Firm authority in a timely fashion.
• Performs other related duties as required.

Minimum Education: High school diploma or equivalent.

Minimum Experience: Demonstrated competency as a Client Care Specialist II or two years of Retail Banking or Banking related contact center experience. Regular office environment.

Required Knowledge, Skills & Abilities:

• May sit for long periods of time;
• Talk and hear regularly;
• Use of hands, ability to reach;
• Ability to see objects up close or at a distance, use peripheral vision, identify basic colors;
• Up to 10 pounds weight lifting/force exertion required;
• Weight/force exertion required less than 10% of the time;
• Travel not required

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
• Interpersonal and rapport building skills