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Client Services Associate

2 months ago

Knoxville, Tennessee, United States SmartBank Full time

Position Title: Customer Service Representative - Banking Call Center

Job Category: Client Services

Role Overview:

A career with SmartBank is more than just employment; it is a commitment to a community where values are cherished and dedication is acknowledged. Our team comprises reliable, innovative, and loyal associates who have been serving customers across Tennessee, Alabama, and Florida for over a decade. We empower our team members to engage with customers thoughtfully and contribute positively to the communities we serve. We cultivate exceptional value by creating a workplace that honors individual needs, sets high standards, and celebrates accomplishments - this is the SmartBank ethos.

Benefits:

SmartBank associates benefit from a comprehensive package that includes company apparel, medical, dental, vision coverage, long and short-term disability, 401(k), Employee Assistance Program (EAP), life insurance, and paid time off (PTO).

Key Responsibilities:

  • Embody SmartBank's Core Values and Purpose.
  • Adhere to the SmartBank Way by Acting Smart, Looking Smart, and Being Smart.
  • Provide customer support via phone, serving as the primary contact for inbound inquiries related to bank accounts, e-banking, debit cards, and general problem resolution.
  • Complete necessary forms for disputes, stop payments, address changes, account type modifications, and other maintenance tasks.
  • Respond to email inquiries and assist customers through Live Chat.
  • Support Mergers & Acquisitions as required, including working extended hours.
  • Approve mobile deposits in the FIS Xpress Deposits (FXD) system.
  • Escalate unresolved customer issues to appropriate resources when necessary.
  • Deliver exceptional customer service by consistently ensuring customer satisfaction with a friendly demeanor and proactive attitude.
  • Communicate effectively with colleagues to foster a streamlined work environment and enhance client experiences.
  • Listen to and understand client needs, suggesting relevant products and services to strengthen relationships.
  • Maintain a thorough understanding of all products and services offered.
  • Process returned mail efficiently.

Ideal Candidate Profile:

  • High School Diploma or equivalent is required; Bachelor's degree is preferred.
  • A minimum of 1 year of experience in banking is required.
  • Exceptional customer service skills are essential.

Equal Opportunity Employer:

SmartBank is an Equal Opportunity Employer and values diversity in the workplace. We do not discriminate against employees or applicants based on any protected characteristics.