Bank Call Center ​/ Client Services Representative I

Looking to join a Great Place to Work Employer and become a valued member of our growing team? At Smart Bank, we're not just offering a job; we're inviting you to be a part of a culture built on excellence.

About Us Smart Bank is rooted in our core values:
Acting with Integrity, Being Enthusiastic, Creating Positivity, Demonstrating Accountability, and Embracing Change. Our team lives and breathes these values to fulfill our core purpose: creating "WOW" experiences for our clients. For more than 19 years, Smart Bank has been serving communities across Tennessee, Alabama, and Florida, building meaningful relationships through exceptional service and innovative banking solutions. We empower our associates to make a difference for our clients, support one another, and actively engage in the communities we serve.

That's the Smart Bank way.

Position Overview As a Client Service Representative I, you'll be at the heart of delivering an exceptional banking experience. Serving as one of the first points of contact for our clients, you'll assist with a variety of banking needs through phone, chat, email, and digital banking channels. This role is ideal for someone who enjoys helping others, solving problems, building relationships, and creating positive experiences with every interaction.

If you're passionate about customer service, enjoy working in a team environment, and thrive in a fast-paced setting, we'd love to meet you.

• Deliver Exceptional Client Service
• Serve as a trusted resource for clients through phone, chat, email, and online banking channels
• Build relationships by identifying client needs and recommending appropriate Smart Bank products and services
• Resolve client inquiries accurately and efficiently while delivering a "WOW" experience
• Serve as a key point of contact for client communications across multiple departments
• Support Personal & Business Banking Clients
• Assist clients with account maintenance and servicing requests
• Answer questions regarding account balances, transactions, rates, and account types
• Process stop payments, disputes, check orders, and phone transfers
• Open savings accounts for existing clients via phone
• Research and resolve account-related inquiries
• Provide Debit Card & Digital Banking Support
• Order and maintain debit cards
• Assist with fraud alerts, travel notifications, and transaction concerns
• Process debit card limit increase requests
• Support online banking enrollment, password resets, and account access
• Assist clients with Bill Pay, External Transfers, Zelle, and other digital banking services
• Help clients navigate and utilize Smart Bank's online and mobile banking platforms
• Support Mortgage, Treasury & Private Banking Services
• Provide Tier I support for mortgage servicing inquiries
• Assist with statement requests, escrow questions, and payment inquiries
• Support Treasury Management clients with password resets and basic technical troubleshooting
• Serve Private Banking clients when their Private Banker is unavailable
• Collaborate with internal business partners to ensure seamless client service
• Contribute to Operational Excellence
• Maintain accurate client information and account documentation
• Process requests and provide support through interdepartmental ticketing systems
• Assist with client communications during mergers and acquisitions
• Ensure compliance with all banking regulations, policies, and procedures
• Support team goals and special projects as assigned

• High school diploma or equivalent
• Strong verbal and written communication skills
• Excellent customer service and relationship-building abilities
• Detail-oriented with strong organizational skills
• Ability to work effectively in a collaborative team environment
• Strong problem-solving skills and sound judgment
• Positive attitude and commitment to delivering outstanding service
• Proficiency in Microsoft Office applications and general computer systems
• Ability to type at least 40 words per minute

• Minimum one year of banking experience
• Call center or client contact center experience
• Sales or relationship-building experience
• Familiarity with digital banking products and services