Client Care Specialist

Overview:

The bank is committed to its local communities by supporting organizations that provide financial literacy and job training, small business support, affordable housing, and more.

Job Summary

Performs a variety of bank related functions while providing an exceptional service experience to our clients. Ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:

• Answers incoming calls from clients and branches related to checking and savings accounts, debit cards, certificate of deposits and loans. If aligned to support Payment Card Industry (PCI) clients, the role will be the point-of-contact to service existing or new clients related to Payment Card Industry accounts.
• Troubleshoots and resolves client inquiries regarding online website and mobile application including maintenance and passwords. This may include third party support of HOA, digital wallet and other client facing platforms. If aligned to support PCI clients, troubleshoots and resolves a wide range of complex client inquiries regarding account activity.
• Researches and resolves client inquiries in a timely manner or route them to the appropriate parties for support and/or resolution. Complete service request forms if applicable.
• Perform maintenance, and provide support to the Bank’s consumer and commercial customers for Debit Card products. Process requests for maintenance and modifications to existing card products and services. Ensure that the implementation and delivery of card services is completed within agreed upon timeframes, adhering to policies, procedures, and regulatory requirements.
• First point of contact for branch escalation, research, and account opening questions. Client services agents may also provide communication for wires and drawdowns.
• Continually develops and maintains a working knowledge of internal policies and procedures to effectively assist all clients.
• Follows established bank policies & procedures, meets and adheres to audit standards. Supports the company’s goals and values.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
• Performs other duties and projects as assigned.

If you require reasonable accommodation as part of the application process please contact Talent Acquisition Partner.

Qualifications:

• Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal) and Community Reinvestment Act (CRA).
• Ability to work in a collaborative, team-oriented environment.
• Must demonstrate a passion for client service.
• Intermediate knowledge of adherence to ECCHO and NACHA Rules.
• Effective organizational and time management skills.
• Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
• Intermediate typing skills to meet production needs of the position.
• Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to clients and employees.
• Ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on the telephone.
• Ability to work with general supervision while performing duties.
• High School diploma required. College degree is preferred.
• Minimum 6 months client service experience.
• Prior banking or financial services industry experience preferred.

Salary Range: $44,824.00- 67,229.76 USD; Final salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with geographic/market data.