TITLE: Client Care Representative

DEPARTMENT: Retail Banking

JOB SUMMARY:

The Client Care Representative is responsible for providing a best-in-class experience to current and prospective clients. Provide efficient and professional service while answering general account questions, addressing complaints and other issues. The Client Care Representative will work from a centralized location and primarily interact with clients through incoming phone calls.

ESSENTIAL FUNCTIONS:

• Answer client calls and respond to requests through various channels (ITM, video banking and chat functions) in a professional manner that is aligned with our core values, brand, and reputation. 
• Provide assistance with online banking, mobile banking, bill pay access, debit card transactions, and disputed transactions; may transfer calls to appropriate parties and ensure proper identification and verification is obtained.
• Identify, research, and resolve client issues using internal resources, software programs, and other computer and technology-based platforms and follow up with clients in a timely manner.
• Collaborate with other team members to ensure a positive banking experience for all clients.
• Maintain strong knowledge of all bank products and services including deposits, lending, IRA’s.
• May assist clients with loans, including credit cards, unsecured and automotive loans.
• Identify and appropriately manages potential fraudulent situations.
• Follow appropriate bank safety and security procedures, including proper opening and closing protocols.
• May prepare and mail bank correspondence to customers.
• May verify and mail Commercial Bank Statements.
• May provide project and support for Deposit Operations associates and other departments. 
• May identify cross-selling opportunities to support growth of the bank.
• Consistently meet or exceed service goals set by management.
• May process Video Banking Retail and Commercial Client Transactions.
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Foster and preserve a culture of diversity, equity, and inclusion.
• Additional duties and responsibilities may be required to support the company’s mission, vision, and values. 

QUALIFICATIONS:

• High school diploma or equivalent. 
• One year experience in a retail and/or client service environment. 
• Excellent client service skills.
• Capability to prioritize and execute a variety of tasks simultaneously, at times in a demanding environment.
• Strong interpersonal and written communication capabilities.
• Capability to perform data entry utilizing banking software and Microsoft 365 products, with an elevated level of accuracy and attention to detail.

WORKING CONDITIONS:

• Duties are performed in a professional office environment. 
• Prolonged periods sitting at a desk and working on a computer.
• May require travel to other bank or client locations.
• Availability to work on Saturdays.
• Overtime may be required.