Client Care Associate

Description

Are you someone who enjoys helping others, solving problems, and making sure every detail is handled with care? Do you thrive in a fast-paced, collaborative environment where strong communication, organization, and follow-through make a meaningful difference in the client experience?

Atlantic Community Bankers Bank (ACBB) is seeking a Client Care Associate to provide timely, accurate, and professional support to our clients. In this role, you’ll manage client requests from start to finish, research and resolve service issues, collaborate with teams across the organization, and help ensure our clients receive the responsive service they can count on.

• Serve as a responsive point of contact for client service requests, questions, and issues.
• Document, categorize, and route client requests to the appropriate internal resources.
• Manage assigned cases from initial request through resolution, providing timely follow-up and keeping clients informed along the way.
• Maintain accurate and complete records of client interactions, research, actions, and resolutions.
• Conduct proactive client outreach to support service needs, strengthen relationships, and identify opportunities for additional products and services.

• Process vault cash deposits, orders, and adjustments accurately and within established deadlines.
• Research and resolve vault cash discrepancies using transaction records, system information, and supporting documentation.
• Document research, findings, communications, and resolutions within the case-management system.

• Research and resolve standard product and service issues using established procedures and available resources.
• Escalate exceptions, potential risks, and matters outside established procedures or assigned authority.
• Maintain knowledge of ACBB products, services, systems, providers, and client-service requirements.

• Partner with Deposit Operations, Client Relationship Advisors, Business Development Advisors, and other internal teams to support client needs and timely issue resolution.
• Monitor case activity and reporting to identify recurring issues, service trends, aging items, and potential operational risks.
• Participate in service reviews, projects, and process improvements that enhance the client experience and operational effectiveness.

• High school diploma or equivalent required; associate degree in Business, Finance, or a related field preferred.
• Previous experience in banking, financial services, client service, or a related environment.
• Strong client service skills with the ability to communicate clearly and professionally.
• Strong problem-solving and research skills with the ability to identify and resolve client service issues.
• Excellent organization and attention to detail, with the ability to manage multiple requests and priorities.
• Ability to collaborate effectively with internal teams while taking ownership of client requests through resolution.
• Comfortable learning and working within multiple systems and technology platforms.

Atlantic Community Bankers Bank (ACBB) is a trusted correspondent banking partner serving community financial institutions. Founded on the principles of knowledge, focus, and success, we provide innovative solutions, expert guidance, and exceptional service to help our clients grow and thrive, while remaining committed to never competing with the institutions we serve.

At ACBB, our values of integrity, excellence, empowerment, curiosity, and compassionate care shape how we work, how we serve our clients, and how we support one…