PCB Client Support Specialist II - RJ Bank

** Responsibilities:*
* + Review, evaluate, and approve financial transactions in accordance with organizational policies, regulatory requirements, and delegated authority.

+ Exercise sound judgment to identify, assess, and escalate complex or high-risk transactions when appropriate.

+ Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.

Interview the customer, using a simple standard sales script, to clarify the customer's requirements.

+ Make calls (by telephone or in person) to allocated potential customers to establish contact and build rapport.

+ Ensure that basic customer details held in the system are accurate, and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.

+ Carry out standard customer service activities and handle simple customer inquiries.

Receive visitors and assist with various requests for information, referring more complex matters to colleagues.

+ Assess compliance with established standards and protocols for parts of routine inquiries.

+ Use standard office software to carry out basic formatting of letters, memoranda, and routine reports.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

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* Skills:

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* + Communicates clearly and effectively to express ideas, request actions, and support planning and decision-making.

+ Builds trust and develops strong relationships with customers and key stakeholders through positive, value-driven interactions.

+ Delivers exceptional customer service by ensuring customers feel understood, appreciated, and confident in the organization's support.

+ Effectively manages service conversations using a structured approach (open, learn, respond, and close).

+ Navigates difficult customer conversations with professionalism, empathy, and a focus on resolution.

+ Develops and executes action plans based on business requirements and recommendations.

+ Interprets, applies, and monitors policies and procedures to ensure alignment with organizational objectives.

+ Effectively utilizes customer relationship management (CRM) and other customer management systems to support business activities.

+ Assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.