Client Service Specialist

Minimum Hourly Rate:

$17. 00

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun. who wouldn't want to work for an AWARD-WINNING company that's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

Client Solutions Center hours are M-F (7am-8pm), S (8am-3pm) S (10am-3pm)

Supervisory Responsibilities: N/A

Summary: The Client Solutions Center Specialist 1 is responsible for providing outstanding client experiences by responding to client chats, correspondence, and phone inquiries. The CSS1 accepts calls, emails, and correspondence from clients, answering questions and addressing any concerns, while conforming to bank and department standards. The CSS1 educates clients about Centier's financial products and services and refers or sells the appropriate products and services matching the client's needs. This position requires flexibility in working evenings and some weekends.

Essential Duties and Responsibilities:

• Accept and handle email, correspondence, and phone inquiries.
• Provide accurate, satisfactory answers to client inquiries and concerns.
• Establish rapport with clients, display a caring attitude, identify their needs, recommend, and explain solutions, handle objections and ask for their business.
• De-escalate situations involving dissatisfied clients, either on your own or with the assistance of management, while offering patient and empathetic assistance and support.
• Provide outstanding client experiences by following the prescribed bank and department service expectations; meet or exceed standards for individual client survey service scores.
• Maintain a current and well-developed working knowledge of the complete line of products and services offered throughout the bank.
• Utilize CSI systems to perform transactions and account lookups to research and respond to client inquiries.
• Utilize CSI digital administrative platform to troubleshoot and resolve user digital issues; escalate to the next level when necessary.
• Educate clients on the bank's digital platform including navigation within the platform and the various features including P2P, External Transfers, Mobile Check Deposit, and self-service options.
• Identify and act on opportunities to refer clients to specialists in other lines of business.
• Refer checking and savings accounts to the NuFund channel.
• Route calls and inquiries to appropriate departments if necessary.
• Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information.
• Assist clients with fraud resolution including completion of disputes and fraud affidavits; escalate to Fraud Operations when necessary.
• Complete and process forms on behalf of clients.
• Order checking and line of credit checks for current and new clients.
• Follow up on client and potential client calls, when necessary, through outbound calling.
• Continuously learn and adhere to all operations, security, risk and regulatory policies and procedures; be familiar with the resources available to assist with client questions.
• Respond to voice mails in accordance with the Essentials of Excellence.
• Log all client interactions and relevant notes in the CRM.

• Act as liaison on behalf of clients with other departments to ensure full resolution.

• Maintain files for pending and completed projects.
• Turn in reports to Team Leads on a weekly and monthly basis.
• Participate in weekly coaching sessions with Team Leader.
• Engage in personal development activities such as online learning and internal/external training to assist in career growth.

• The position responsibilities outlined above are not meant to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

• Strong communication skills, both written and verbal
• Ability to work through client concerns by listening, thinking through all options, and responding appropriately.
• A patient and empathic attitude
• Ability to multi-task and toggle between programs
• Comfortable working in a fast-paced environment
• Strong computer skills - basic working knowledge of MS Office (Word, Excel, Teams)
• Consultative skills to identify a client's financial needs.
• Strong organizational skills
• Availability to work evenings and some weekends.

• High school diploma or equivalent
• Banking experience helpful
• 1-2 years customer service experience; phone experience preferred
• High-speed internet connection required (if working remotely)

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