Client Service Advisor - Onsite

Job 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.

• Provide Five Star service to clients and technical assistance to answer questions and provide solutions for Online Banking, Mobile, text banking, and e-pay.
• Support Debit and ATM transactions, including dispute handling and reporting/replacing lost or stolen ATM and Check cards.
• Identify client financial needs, inform and recommend appropriate financial services or products on the telephone, and gain customer agreement to refer to a Digital Banking team.
• Support client servicing for deposits and loans.
• Perform research on general banking items, including check and statement imaging, 1099/tax information, encoding errors, and the like.
• Complete financial transactions; transfer between accounts, process payments on loans, and initiate scheduled transfers and Account Transfer Overdraft Protection.
• Recommend appropriate problem resolution, service, or department as necessary for further assistance and call resolution concerning client inquiries to enhance the client’s experience.
• Perform other duties and special projects as assigned by Senior Management.
• Comply with all applicable federal, state, and local banking and industry related laws and regulations, including but not limited to the Bank Secrecy Act.

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 to perform the essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions; if unable to lift/move/carry this weight, accommodations will be considered to avoid undue hardship.

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.