Client Care Specialist

Position Summary

Responsible for fielding and resolving both internal and external client inquiries in a manner representing the highest degree of client satisfaction, while promoting additional bank products and services as appropriate. The inquiries are received primarily by phone; but may also be received by mail, email, telephone banking or internet banking.

Work Schedule:

Rotating weeks: Week #1 Mon - Fri. 8 AM - 4:30 PM Week #2: 9:30 AM - 6 PM

Essential Requirements, Duties, and Responsibilities

1. Takes ownership of inquiries, problems, questions, and situations. Handles all client relation issues in an expeditious and empathic manner.
2. Maintains a thorough knowledge of traditional financial products and services, including but not limited to, pricing, servicing policies, features, functionality, benefits, limitations, and conditions as well as a basic knowledge of non-traditional financial products.
3. Responsible for making/keeping self technically proficient in the operation of appropriate PeoplesBank systems and ancillary products and services.
4. Proficient in communication skills listening, oral and written.
5. Communicates with internal departments/branches in order to satisfy all clients as efficiently and quickly as possible.
6. Communicates information/issues that affect clients to the appropriate people.
7. Responsible for the sale and/or cross-sale of traditional deposit and loan products and the referral of alternative investment products and services to new and existing clients in an effort to expand client relationships.
8. Completes maintenance on clients, accounts, products and services through various systems to include scanning, filing, and other administrative duties.
9. Has the necessary knowledge and ability to defuse and settle explosive client situations.
10. Completes competitive rate shops.
11. Familiar with all government and Bank policies which impact products and services offered.
12. Responsible for understanding the Bank's BSA/AML Policy, including satisfactory completion of required annual BSA/AML training as applicable to position and appropriately applying this knowledge to daily activities and responsibilities, specifically understanding that any suspicious activity must be reported to the BSA Officer immediately.
13. Responsible for holding self accountable for Hero/Caregiver service quality through strict adherence to ethical standards of behavior as outlined in the PeoplesBank's Code of Business Conduct and Ethics.
14. Communicates thoughts and ideas related to the continual improvement of processes, products, services, and related concepts.
15. Other reasonable duties as assigned by supervisor.

Educational & Other Requirements

1. High School education or equivalent required;
2. 2-4 years teller line/client service experience preferred
3. Proficient in electronic services functionality to include ATM transactions, online banking, bill payment and mobile deposit functions preferred.
4. Excellent communication skills
5. Experience with Microsoft Office
6. Must be bondable