[Hiring] Client Solutions Center Specialist @Centier Bank

Role Description

The Client Solutions Center Specialist 1 is responsible for providing outstanding client experience by responding to client inquiries. The Specialist 1 accepts calls from clients, answering questions, and addressing concerns while adhering to the bank and department standards and maintaining a polite and professional demeanor. This position requires flexibility in working evenings and some weekends.

Essential Duties and Responsibilities

• Brand Ambassador/Client Experience
  • Follow Centier’s Mission, Essentials of Excellence and Values in all interactions.
  • Provide the highest levels of quality service to clients and perform client requested services in a friendly, positive, professional manner, always using the clients’ name.
  • Provide accurate, satisfactory answers to client inquiries and concerns.
  • Maintain a position of trust and responsibility by keeping all customer business confidential.
  • Handle and resolve client problems and complaints in a quick and efficient manner either on your own or with the assistance of management, while offering patient and empathetic assistance and support.
  • Consistently follow all the key performance behaviors outlined in individual client survey service scores.
  • Overall focus on owning the client experience effectively and efficiently to provide end to end servicing whenever possible.
• Training and Development
  • Stay up to date with pertinent information, including emails, job aids, or links that may be appropriate for the Client Solutions Center.
  • Maintain files for pending and completed projects.
  • Engage in personal development activities such as online learning and internal/external training to assist in career growth.
  • Continuously learn and adhere to all operations, security, risk and regulatory policies and procedures; be familiar with the resources available to assist with client questions.
  • Maintain a current and well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
  • General understanding of the client experience in the digital account opening process to assist clients navigate the platform.
• Sales and Service
  • Establish rapport with clients by displaying a caring attitude, identifying their needs, recommending, and explaining solutions, handling objections, and asking for the business.
  • Refer clients to online account opening platform to open and fund accounts.
  • Identify and act on opportunities to refer clients to specialists in other lines of business.
  • Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information.
• Productivity/Efficiencies
  • Act as liaison on behalf of clients with other departments to ensure full resolution.
  • Complete and process forms on behalf of clients.
  • Order checking and line of credit checks for current and new clients.
  • Assist clients with fraud resolution including completion of disputes and fraud affidavits; escalate to Fraud Operations when necessary.
  • Respond to voicemails in accordance with the Essentials of Excellence.
  • Log all client interactions and relevant notes in the CRM.
  • Educate clients on the bank’s digital platform including navigation within the platform and the various features.
  • Utilize system to perform transactions and account lookups to research and respond to client inquiries.
  • Utilize the digital administrative platform to troubleshoot and resolve user digital issues; escalate to the next level when necessary.
  • Follow up on client and potential client calls, when necessary, through outbound calling.
  • Route calls and inquiries to appropriate branch or department as necessary.
  • Review reports on a weekly and monthly basis.
  • Participate in weekly coaching sessions with Team Leader.
  • Continuously evaluate processes, recommending process improvements to gain efficiency and/or enhance the client experience.
• Other Duties and Responsibilities
  • The position responsibilities outlined above are not meant to be construed as encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to work through client concerns by listening, thinking through all options, and responding appropriately.
• A patient and empathetic attitude.
• Ability to multi-task and toggle between programs.
• Comfortable working in a fast-paced environment.
• Strong computer skills – basic working knowledge of MS Office (Word, Excel, Teams).
• Consultative skills to identify a client’s financial needs.
• Strong organizational skills.
• Availability to work evenings and weekends.
• High attention to detail to ensure accuracy.
• Resourcefully gain knowledge and capabilities.

Requirements

• High school diploma or equivalent.
• Banking experience helpful.
• 1-2 years customer service experience; phone experience preferred.
• High-speed internet connection required (when working remotely).

Benefits

• Access to Marathon Health Clinics which provide FREE visits & prescriptions.
• Generous Paid Time Off benefit.
• Tuition Reimbursement.
• 401K match.
• Associate Stock Ownership Plan.
• Daycare Reimbursement.
• FREE Onsite Fitness Center/Fitness Reimbursements.
• Health and Wellness Programs.
• The ability to have a voice with our Diversity/Equity/Inclusion Council.
• Career Growth.
• Work/Life Balance.
• AND MORE.