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Client Relations Associate

2 months ago

Merrillville, Indiana, United States Centier Bank Full time

Hourly Compensation:
$17.00
At Centier Bank, we believe that embracing diversity enhances our ability to attract, retain, and engage our associates, fostering strong relationships within our communities. Our associates are our greatest asset, and the unique blend of individual differences, life experiences, knowledge, and talent they bring to their roles significantly contributes to our culture, reputation, and overall success.

A Centier Associate exemplifies a service-oriented mindset, consistently striving for exceptional service and demonstrating self-motivation to achieve outstanding results.

Core Values: Our corporate values include Caring, Loyalty, Integrity, and Friendship. Who wouldn't want to be part of an AWARD-WINNING organization founded on these principles?

Benefits: Enjoy access to our Marathon Health Clinics offering FREE visits and prescriptions, a generous Paid Time Off policy, Tuition Reimbursement, 401K matching, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, opportunities for involvement with our Diversity/Equity/Inclusion Council, Career Advancement, Work/Life Balance, and much more. The Client Solutions Center operates Monday to Friday (7am-8pm), Saturday (8am-3pm), and Sunday (10am-3pm).


Role Overview:

The Client Relations Associate is tasked with delivering exceptional client experiences by managing client communications through chats, emails, and phone calls.

This role involves responding to inquiries, addressing concerns, and adhering to the bank's standards while providing information about Centier's financial products and services, ensuring clients receive the appropriate solutions tailored to their needs.

Flexibility in working evenings and weekends is required.


Key Responsibilities:
  • Manage and respond to emails, correspondence, and phone inquiries.
  • Provide accurate and satisfactory responses to client inquiries and concerns.
  • Build rapport with clients, demonstrating a caring approach, identifying their needs, and recommending suitable solutions.
  • Effectively de-escalate situations involving dissatisfied clients, offering empathetic support.
  • Deliver outstanding client experiences by adhering to established service expectations and achieving individual client survey service scores.
  • Maintain a comprehensive understanding of the full range of products and services offered by the bank.
  • Utilize CSI systems for transactions and account inquiries.
  • Assist clients with navigating the bank's digital platform and its features.
  • Identify opportunities to refer clients to specialists in other business areas.
  • Foster client relationships by inviting them to explore our website for current promotions and product information.
  • Assist clients with fraud resolution, including completing necessary documentation.
  • Follow up on client interactions as needed.
  • Continuously learn and comply with all operational, security, risk, and regulatory policies.
  • Document all client interactions in the CRM system.
  • Participate in weekly coaching sessions and engage in personal development activities.

Additional Responsibilities:

The responsibilities outlined above are not exhaustive. Additional duties may be assigned as necessary.

Qualifications:

  • High school diploma or equivalent.
  • Banking experience is advantageous.
  • 1-2 years of customer service experience, preferably in a phone-based role.
  • Reliable high-speed internet connection required for remote work.

Centier Bank is an Equal Employment Opportunity/Affirmative Action employer committed to providing reasonable accommodations to individuals with disabilities during the employment application process.

We pride ourselves on fostering an inclusive culture and ensuring equal employment opportunities in all hiring decisions, regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other legally protected status.