Client Service Specialist
3 weeks ago
**CSC Hours**: Mon-Fri: 7:00am-8:00pm, Sat: 8:00am-3:00pm, Sun: 10:00-3:00pm CST
**Supervisory Responsibilities**: N/A
**Essential Duties and Responsibilities**:
- 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.
**Other Duties and Responsibilities**:
- 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.
**Knowledge, Skills, and Abilities**
- 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.
**Minimum Qualifications**:
- 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)
Pay: From $17.00 per hour
**Benefits**:
- 401(k)
- 401(k) 6% Match
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- On-site gym
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
- Volunteer time off
Schedule:
- 8 hour shift
Work Location: Hybrid remote in Merrillville, IN 46410
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