Client Services Agent (73931)

Work Schedule:

Monday – Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm. Must be available to work Mon-Fri; 7am-7pm as needed. (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day).

GENERAL FUNCTION:
As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.

ESSENTIAL FUNCTIONS:
Department Administration
Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.

Customer Service
Excellent verbal and written communication skills with a friendly and professional demeanor.
Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.

Compliance
Review the Banks information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.
Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc. Follow these at all times.
Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.
Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.

Other
Maintain focus and professionalism at work; reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.
Work scheduled and other needed hours at the designated location(s).
Assist Management with scheduling and other issues as directed.
Accept additional work as needed and assist other managers or Team Members as needed.
All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
Management or Bank policy may revise, delete, or add responsibility as necessary.

Requirements
Previous customer service experience in a call center or banking environment.
Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.
Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.
Agents participate in a rotating schedule and may be required to work one to two evening shifts each week and one Saturday per month. Early, late, and Saturday hours are shared among the team and are not worked every day.

Activity
Ability to operate office equipment, telephones, and computers
Ability to communicate fluently in English, in person, in writing, and on the computer
Ability to hear, speak, and understand verbal communication
Ability to read, write, count, and perform basic math functions
Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
Ability to lift up to 10 pounds, grasp, reach, and pull
Ability to sit for long periods of time; standing and walking periodically
Ability to think, remember, learn new information, and apply cognitive data to job functions
Ability to assess and concentrate on mental and physical job tasks to see them to completion
Ability to work with others to share information and solve problems