Client Services Specialist I

Job Description

Job Description

Job Title: Client Services Specialist I

Department: Client Services

Reports To : Card/Client Services Officer

Status: Non-Exempt

Salary Range: $33,320 - $45,080

Who We Are

At Timberline Bank, our people are our most valuable asset. We seek qualified employees who enjoy people, are innovative, and who are eager to learn. We, in return, provide opportunities for personal advancement and professional growth. The driving force behind our dedication to providing a "Better, Faster, Easier. -Always." experience is the Timberline Team. From the moment you enter the building, we greet you as a person, not an account number-our belief in the value of exceeding customers' high expectations is what makes Timberline Bank a bank here for our community. Our commitment has been and always will be to provide high-quality personalized customer service. With the Timberline personal touch, the level of customer support is unparalleled. We want to support you and your financial well-being, whether through your personal or commercial needs. Each customer contributes to the success of our small business. TO US, IT IS PERSONAL.

What We Value

At Timberline Bank, the core of our culture is in the following values. We believe heavily in fulfilling each one of these to the highest degree. Our culture is the foundation of who we are as a team, and as a business.

1. Exceeding Customers’ High Expectations

2. Empowering a Dedicated Team

3. Having Fun While Winning

4. Passionate About our Communities

5. Value Added Resource for our Customers (Trusted Advisor)

Position Summary

The Client Services Specialist I position is a full-time, non-exempt position located in Grand Junction. This position, while based out of Grand Junction, will perform duties for the entire Bank. This position requires strong organizational and memory skills and an ability to work independently and with a team. This position will provide exemplary customer service during their interactions with both customers and other teams within the Bank. Career progression to Client Services Specialist II is based on demonstrated proficiency, efficiency and competency in all required skills and responsibilities. A minimum of six months in the Client Services I role is required for advancement consideration. Employees must successfully complete all required training as determined by their supervisor and achieve a score of 80% or higher.

Essential Duties and Responsibilities

→ Provide quality customer service promptly and courteously at all times via phone, email, and in-person.

→ Provide assistance to Bank customers and the New Accounts Team with wires, closing of accounts, account research and address changes.

→ Answer and transfer incoming calls.

→ Research and Resolve FreshService tickets and maintain accurate records of resolutions and escalations.

→ Research/resolve credit/debit card issues.

→ Monitor and review credit/debit card reports.

→ Order credit/debit cards and other miscellaneous customer supplies

→ Process credit card payments.

→ Guide customers through setting up and managing online banking accounts and mobile apps.

→ Troubleshoot login issues, transaction errors, and digital payment concerns.

→ Educate customers on secure banking practices to prevent fraud..

→ Provide high-quality assistance to customers via phone, email, and in-person.

→ Resolve customer issues related to online banking access, transactions, and troubleshooting errors.

→ Review and/or resolve NSFs, chargebacks, stop pays, non-posted transactions, return items, adjustments etc.

→ Account and credit card charge-offs.

→ Follow established audit, security and compliance guidelines and Bank policies and procedures.

→ Ensure compliance with federal and state regulations as well as internal policies.

→ Perform job functions in compliance with all company policies, federal and state rules and regulations as applicable to the position.

→ Duties may be expanded on as experience and professional goals are achieved.

Required Knowledge and Expertise

→ High School Diploma or equivalent.

→ Customer-oriented with excellent verbal and written communication skills.

→ Strict adherence to confidentiality requirements.

→ Proven people, communication, prioritization, and organizational skills with a team-focused attitude.

→ General working knowledge of the compliance laws/regulation regarding deposit/loan accounts.

→ Knowledge of Bank data processing system and deposit software platforms.

→ Proficient in computer software programs including Excel and Word.

→ Ability to work on a computer for extended hours at a time.

Key Competencies/Skills

→ Be Thorough: Ensure that work is completed thoroughly and correctly; prepare carefully for meetings and presentations.

→ Achieve Results: Complete tasks on a timely basis and based on an understanding of the priorities.

→ Establish and Maintain Personal Credibility: Consistently model behavior that is perceived as responsible, reliable, and ethical.

→ Communicate Effectively: Express oneself clearly in interactions with others, both verbally and in writing. Notice, interpret, and anticipate needs and concerns. Ensure that critical information is shared with those who should be kept informed.

→ Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

→ Relationship Building: Ability to effectively build relationships with vendors, management, and staff.

→ Time Management: Ability to effectively utilize available time for the completion of necessary job tasks.

**Pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, the salary range above represents the low and high end of the salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees.

Incentives based on Timberline Team goals may also be offered. In addition, Timberline Bank provides a variety of benefits to full time employees, including health insurance coverage, vision insurance, dental insurance, life and disability coverage, 401K plan, paid holidays and paid time off.

Equal Employer Opportunity Statement

Timberline Bank prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position.

Employees may be required to perform other job-related assignments as requested. OUR COMPANY ADHERES TO A POLICY OF EMPLOYMENT-AT-WILL, WHICH ALLOWS EITHER PARTY TO TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT CAUSE OR NOTICE.