Customer Service Call Center (In-person)

The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and internal branch staff over the phone telephone and/or email. When responding to incoming phone calls and emails, the Client Contact Center Specialist must adhere to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill services requests through a single call resolution while upholding company policies and procedures. The Specialist is expected to deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship. The Client Contact Call Center Department is a high-volume contact center, serving customers and the sales team.

Our foundation is built on relationships — with our clients, our associates, and our communities.

A people-first culture grounded in inclusion and excellence

Deep community involvement and local reinvestment

A mission-driven workplace where values and performance go hand in hand

Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service

No-Compromise Approach — we help clients get to "yes"

Deeply invest in the well-being of our local community

Handle incoming phone calls and resolve clients inquiries and offer products and services to help clients achieve their financial goals.

Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients’ banking needs.

Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.

Work closely with Mortgage Officers to offer mortgage and home equity line of credit to clients.

Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity.

and follows up to ensure customer satisfaction.

Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests.

Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.

Submit Travel Advisories and assist with ATM questions from clients.

Work with the ATM Department to help expedite any issues, questions or concerns.

File Reg E claims for clients and on behalf of branches.

Answer client’s general questions through Chat.

Enroll clients in online banking and password reset.

Process temporary and permanent increases on mobile and debit cards.

Provide support to branch staff with online banking.

Assist clients with mortgage loan related requests as needed.

Assist Commercial Loan clients with general inquiries.

Associate degree in business related field or equivalent work experience.

2 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls.

Must be familiar with a variety of the field’s concepts, practices, and procedures.

Excellent customer service and communication skills, including professional phone skills.

Ability to multitask and use multiple applications at once.

Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays.

Team Players who go above and beyond to support their colleagues

Purpose-Driven individuals who understand and champion the bank’s community impact

Medical, dental, and vision insurance

Flexible Spending Accounts (FSA, Dependent Care, Health Savings)

Financial & Retirement

Employee Stock Ownership Plan (ESOP)

Performance-based bonuses or incentives

Paid holidays, vacation, and sick time

Free personal checking and savings accounts

Tuition reimbursement and professional development resources

On-site gym and discounted health club memberships

Employee Assistance Program (EAP)

We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification.

The hiringsalaryrange isbased on factors such as experience, skills, education, and internal equity. Employee Stock Ownership Plan (ESOP)
The Employee Stock Ownership Plan (ESOP) is a way for Fremont Bank to contribute to the financial well-being of associates by making a contribution to their retirement account. Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement.