Client Support Specialist

1 week ago

Oak Brook, Illinois, United States Evergreen Bank Group Full time
Job OverviewPosition Title: Customer Care Advisor

Department: Digital Banking Services

Reports To: Customer Care Center Supervisor

FLSA Status: Non-Exempt (Hourly)

Position Summary: This role is primarily focused on delivering exceptional customer service support to external clients of Evergreen Bank via telephone. The individual in this position is also tasked with initiating and/or executing corrective measures as necessary to uphold a superior standard of service and a high level of client satisfaction through the following responsibilities:

Key Responsibilities:

  • Handle incoming customer service calls; assess service requirements and address client inquiries. Investigate customer issues and follow up to ensure resolution in a timely manner.
  • Provide information regarding loan details, payoff figures, statement inquiries, payment processing, and collateral-related questions.
  • Manage the customer service email inbox; respond to clients directly or escalate emails to appropriate departments or personnel promptly.
  • Facilitate general account maintenance tasks, including fund transfers between accounts, ordering checks, and processing account modifications.
  • Assist clients with online banking functionalities, including account access setup, PIN resets, and basic troubleshooting.
  • Collect payments over the phone for existing loan clients.
  • Quote deposit and loan rates accurately, recommend banking products, and identify cross-selling opportunities. Troubleshoot online accounts or assist with loan applications.
  • Access balances and transaction histories for various accounts. Retrieve statements as necessary.
  • Address inquiries related to debit cards.
  • Support clients in utilizing the Bank's mobile application, bill payment services, and telephone banking systems, including access setup and troubleshooting.
  • Process requests for outbound wire transfers.
  • Achieve monthly performance and sales targets.
  • Ensure compliance with all policies, procedures, and regulations to maintain operational integrity.

Qualifications:

To succeed in this role, candidates must be able to fulfill each essential duty effectively. The following qualifications are representative of the knowledge, skills, and abilities required:

  • Ability to maintain composure and professionalism in high-pressure situations.
  • Meet or exceed daily performance metrics in a high-volume call environment.
  • Maintain a high level of confidentiality.
  • Exhibit a friendly, courteous, and customer-focused demeanor.
  • Work independently and efficiently with minimal supervision; manage multiple tasks effectively.
  • Identify problems, determine potential causes, and resolve issues with minimal management intervention.

Education and Experience:

  • High school diploma or equivalent experience; one year of related experience preferred.
  • Prior experience in banking or as a teller is advantageous.
  • Proficient in Microsoft Office Suite, including Outlook, Word, and Excel.
  • Familiarity with Jack Henry SilverLake is a plus.
  • Basic mathematical skills are required.
  • Strong verbal and written communication skills, including proper phone etiquette.
  • Effective problem-solving abilities and sound judgment in resolving issues.
  • Attention to detail is crucial.
  • Maintain a high level of integrity and confidentiality.
  • Proactively assist clients and foster relationships.
  • Engage clients in meaningful conversations while delivering outstanding service.
  • Practice active listening by fully concentrating on what others are saying, asking relevant questions, and avoiding interruptions.
  • Knowledge of customer service principles and processes, including needs assessment and satisfaction evaluation.
  • Understanding of marketing strategies and sales techniques for banking products and services.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this role, the employee is regularly required to communicate verbally and audibly. The employee frequently sits, uses hands for various tasks, and reaches with arms. Occasionally, the employee may stand, walk, or bend. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required for this role include close vision.

Equal Opportunity Employer:

Evergreen Bank Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, gender, sexual orientation, gender identity, national origin, veteran status, or disability.

Federal Deposit Insurance Corporation:

Evergreen Bank Group is a Member FDIC.

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