Client Service Advisor

Job Function / Summary

The Contact Center provides client service support for business and retail clients. The Client Services Advisor 1 utilizes a variety of digital servicing tools to assist our clients with questions, provide solutions, protect clients’ information, and ensure our clients feel valued and appreciated. This position is responsible for delivering Five Star Service to clients via email, chat, phone, and social media.

• Provides Five Star service and technical assistance to answer questions and provide solutions for Online Banking, Mobile, text banking, and e‑pay.
• Supports Debit and ATM transactions, including dispute handling and reporting/replacing lost or stolen ATM and check cards.
• Identifies client financial needs, informs and recommends appropriate financial services or products over the telephone, and gains customer agreement to refer to a Digital Banking team.
• Supports client servicing for deposits and loans.
• Conducts research with general banking items such as check and statement imaging, 1099/tax information, encoding errors, and related tasks.
• Completes financial transactions: transfers between accounts, loan payments, and initiates scheduled transfers and Account Transfer Overdraft Protection.
• Recommends appropriate problem resolution, service, or department for further assistance and call resolution concerning client inquiries to enhance the client experience.
• Performs other duties and special projects as assigned by Senior Management.

None

High school diploma or general education degree (GED). 1+ year experience in a high client contact environment dealing with customer resolution in any industry. Contact Center or Banking experience preferred.

Excellent oral and written communication skills. Ability to navigate computer systems to facilitate client support. Attention to detail and effective time management skills. Ability to work under stress and meet deadlines. Ability to travel if required. Ability to lift/move/carry approximately 10 pounds if required. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship," the employee must be accommodated;

hence omitting lifting/moving/carrying as a physical requirement.

All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.