Client Care Center Specialist

Reports To:

Deposit Operations Manager
FLSA Status:
Non-Exempt

A Client Care Center Specialist will have a passion for providing an Amazing Client Experience by supporting existing and potential clients through phone and electronic points of contact. A Client Care Center Specialist will answer questions, offer problem resolution, and troubleshoot digital programs all in a fast-paced, client-focused environment.

• Ability to interact (in person, phone, and electronic communication) with the public well and to deal effectively with their questions or problems.
• Knows the Bank’s products and services thoroughly and seeks out opportunities to explain, promote, or sell products/services.
• Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent client service.
• Models the amazing client experience for other employees.
• Handles client complaints or questions with composure and determines the action to be taken to remedy the situation.
• Effective use of the Avaya phone system to answer and transfer calls.
• Effective use of NCR Secure Support and other technical programs to respond to client inquiries.
• Maintain and project the Bank’s reputation through professional and courteous interactions with clients.

• Ability to establish and maintain effective working relationships with coworkers, employees, and officials in other departments.
• Researching and resolving client inquiries via telephone, e-mail, and other secure support programs.
• Provide client support for electronic banking products and services, including Online and Mobile Banking, and Bill Payment.
• Promptly resolve client inquiries and issues regarding new accounts, existing accounts, debit cards, loans, payments, automatic transfers, interest rates, and investment inquiries in a professional manner.
• Complete account related inquiries, online banking, and mobile banking troubleshooting independently.
• Provides information to clients on Bank policies, procedures, and programs.
• Adhere to Client Care Center performance metrics to ensure service levels and client expectations are consistently achieved.
• Ability to quickly learn and retain information regarding product and system knowledge.
• Maintains awareness of and adheres to Bank’s compliance requirements and risk management concepts, expectations, policies, and procedures and applies them to daily tasks.
• Collaborates with manager and team with other duties as assigned.

• Maintains neat and orderly work area and ensures that all negotiable and confidential records (physical and digital) are properly secured at all times.
• Understands role in case of disaster or robbery, whether victim or bystander, and knows proper post-robbery procedures.
• Professional appearance that evokes the client’s trust.
• Adheres to all bank policies and procedures and to internal controls and system access.

• Self-Development: pursue additional education or training to remain current, improve knowledge, and diversify skills.
• Client confidentiality: never reveal or divulge client information to anyone outside of the Bank.
• Versatility:
  Ability to multi-task under pressure in a fast-paced environment.
• Self-Awareness: able to maintain composure and remain patient under all circumstances.
• Teamwork:
  Work closely with teammates to achieve department goals and support an engaging and welcoming atmosphere.
• Communication: the ability to receive and share information with others verbally, nonverbally, and in writing.
• Problem Solving: creatively find solutions to overcome client obstacles no matter the complexity.
• Adaptability: show resilience in changing situations and be flexible with duties and responsibilities.
• Active Listening:
  Understand client concerns and overcome objections; provide assistance with escalated client inquiries.
• Technical
  
  Skills:
  
  Technical proficiency in software navigation and troubleshooting.
• Demonstrate a thorough knowledge of bank policies, procedures and resources.
• Strong organizational and communication skills.

• Job requires a high school diploma or equivalent with adequate…