Client Service Representative

This position can be remote but we are looking for candidates in the Eastern and Central Time Zone only

The Client Service Representative provides first-level client support to banks regarding processing questions, acting as liaison between OSC Operations and the client by analyzing information and providing recommendations on ways to improve productivity and customer satisfaction levels.

• Using various data such as customer satisfaction reports, surveys, and Client Services Requests (CSRs), identify strategies to enhance the effectiveness of the team.
• Work directly with assigned clients to troubleshoot issues and resolve system problems.
• Research, gather, and analyze data to identify trends, improve client satisfaction, and make recommendations to management.
• Analyze and summarize customer issues to develop tools and processes to increase customer satisfaction, including preparing appropriate solutions/clarifications to respond to customers.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Research and resolve client questions and respond to inquiries over the telephone and via email in a timely and accurate manner.
• Review and enter information into automated systems as needed to clear exceptions/escalated issues or correct the status of loans.
• Identify trends based on client questions/feedback and provide solutions to known issues.
• Identify and communicate opportunities for system or program changes and/or enhancements to best serve the client’s needs.
• Maintain appropriate, professional working relationships with clients and other employees.
• Maintain history records and related problem documentation for future reference.
• Take ownership of customer issues, follow up on outstanding requests, and escalate issues when necessary.
• Maintain up-to-date client information on OSC’s CRM software.
• Other duties and projects as assigned.

High school diploma or GED is required, along with one year of experience in a banking or insurance environment, or equivalent combination of education and experience; this position may require considerable training to become proficient.

• Competitive Compensation: Base salary commensurate with experience.
• Paid Time Off: 17 PTO days annually, 9 company holidays, and 2 floating holidays.
• Work-Life Balance: Enjoy a casual dress code and a flexible work environment.
• Career Development: Access to professional growth opportunities and tuition assistance.
• Retirement Savings: Company 401(k) match to support your financial future.

If you are a detail-oriented accounting professional who thrives in a fast-paced environment, we encourage you to apply. Please send your cover letter and resume to our Human Resources department.

Equal Opportunity Employer – We encourage qualified veterans and minorities to apply.