Client Support Specialist

The Client Support Specialist serves as the first point of contact for customer inquiries across multiple channels. The role operates in a highly collaborative environment and is responsible for processing and responding to existing and prospective customer inquiries, leveraging multiple systems to research and provide accurate account information. The Client Support Specialist represents the organization with professionalism, accuracy, and a genuine commitment to resolving customer needs.

• Responds to inbound customer inquiries in a timely manner while meeting established service-level expectations.
• Resolves customer issues accurately on the first contact when possible and escalates appropriately when additional support is required.
• Documents customer interactions and outcomes clearly and consistently in designated systems to ensure continuity of service and audit readiness.
• Maintains compliance with applicable bank policies, procedures, and regulatory requirements (including BSA/AML, as applicable to assigned responsibilities).
• Contributes to a positive customer experience by communicating clearly, demonstrating empathy, and representing the organization professionally.

• Handles inbound and outbound customer interactions (e.g., phone, email, online chat, and secure messaging) in accordance with service standards.
• Listens to customer needs, identifies the root issue, and provides accurate and helpful solutions.
• Guides customers through troubleshooting, website navigation, and use of company products and services.
• Reviews customer accounts as needed to research issues, provide information, and support resolution.
• Adheres to bank policies and procedures, audit, and compliance guidelines, and required training in a timely manner.
• Provides back-up operational support for branch staff, as assigned, to ensure continuity of customer service.

• Two years of customer service and/or banking experience is preferred.
• Demonstrates strong verbal and written communication skills and effective interpersonal skills.
• Applies active listening skills and maintains an empathetic, customer-focused approach.
• Demonstrates strong organizational skills, basic math proficiency, and a consistent focus on accuracy and timeliness.
• Requires a high school diploma or GED from an accredited institution.
• Is proficient with basic computer applications (including Microsoft Office and Outlook) and demonstrates the ability to learn and use new software effectively in a professional environment.

• Health
• Vision
• Dental
• 401K
• ESOP
• 100% Tuition Assistance
• 4 weeks paid time off
• plus a few more