Business Services Client Support Representative

5 months ago

Leominster, United States Fidelity Cooperative Bank Full time
*This role is a hybrid role with 2 onsite days per week*

POSITION OVERVIEW:

The Business Services Client Support Representative plays a key role in allowing our valued clients to see LifeDesign in action. By delivering outstanding, caring service, the Business Services Client Support Representative demonstrates our commitment to helping clients get to where they want to be. They are responsible for providing caring and confident responses to Clients' inquiries received via telephone and email. Utilizes the LifeDesign approach and C.A.R.E. to recommend solutions. The Business Services Client Support Representative maintains a high degree of knowledge of Business Services products and services, so that they can provide an exceptional client experience.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
The Business Services Client Support Representative provides the highest level of customer service in a positive, courteous, and enthusiastic manner to all colleagues and clients.

•Maintains a high degree of knowledge of Business Services products and services.
  • Provides caring client support to all business/ clients through phone and email.
  • Responds to all client questions, problems, and concerns in accordance with predetermined SLAs. Conducts client requests promptly and accurately.
  • Assists with the implementation of products and services, as well as training clients on their new services.
  • Engages with cross-functional teams to support research of client issues, when necessary.
  • Assist with monthly billing of client fees, using various source systems to gather transaction volumes.
  • Contributes to the department's success by being a team player and supporting bank goals with proactive activities.
  • Provides a high level of customer service through quality conversations.
  • Ensures the safety and security of client information.
  • Follows bank policies and procedures when researching client issues and implementing products and services.
  • Performs other duties as assigned by management.


Requirements

POSITION REQUIREMENTS:
High School Diploma plus two years customer service or related experience.

Proven customer service, written and verbal communication skills.

Ability to prioritize and multi-task.

Works well independently.

Positive, can-do attitude with strong attention to detail.

Proactive in seeking out work and helping where needed.

Proven ability to learn and use multiple computer programs, including Microsoft Office (Word &Excel), the Internet, and information tracking systems.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PHYSICAL DEMANDS:
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Fidelity Bank is an equal opportunity employer.

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