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Client Support Specialist

2 months ago

Oak Brook, Illinois, United States Evergreen Bank Group Full time
Job Overview

Position Title: Customer Care Advisor

Department: Digital Banking

Reports To: Customer Care Center Manager

FLSA Status: Non-Exempt (Hourly)

Position Summary: This role is essential for delivering exceptional customer service to clients of Evergreen Bank through telephone support. The incumbent will also be responsible for initiating corrective measures as necessary to uphold a high standard of service and ensure customer satisfaction by executing the following duties:

Key Responsibilities:

  • Handle incoming customer service calls; assess service requirements and address customer inquiries. Investigate customer issues and follow up to ensure resolution in a timely manner.
  • Provide information regarding loan details, payoff amounts, statement inquiries, payment processing, and collateral-related questions.
  • Manage the customer service email inbox; respond to client inquiries directly or route emails to appropriate departments promptly.
  • Conduct general account maintenance tasks such as transferring funds, ordering checks, and updating account information.
  • Assist clients with online banking services, including account access setup, PIN resets, and basic troubleshooting.
  • Process payments over the phone for existing loan customers.
  • Provide quotes for deposit and loan rates, accurately describing and recommending banking products. Evaluate customer needs and identify potential cross-selling opportunities. Troubleshoot online accounts or assist with loan applications.
  • Access balances and transaction histories for various accounts, retrieving statements as required.
  • Address inquiries related to debit cards.
  • Support customers in utilizing the Bank's mobile application, bill payment services, and telephone banking systems, including access setup and troubleshooting.
  • Facilitate outbound wire transfer requests.
  • Achieve monthly performance and sales targets.
  • Ensure compliance with all operational policies, procedures, and regulations.

Qualifications:

To excel in this position, candidates must effectively perform each essential duty. 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 standards in a high-volume call environment.
  • Ability to uphold confidentiality.
  • Friendly, courteous, and customer-focused demeanor.
  • Capability to work independently and efficiently with minimal supervision; adept at managing multiple tasks.
  • Ability to identify problems, determine potential causes, and resolve issues with minimal management involvement.

Education and Experience:

  • High school diploma or one year of relevant experience; or a combination of education and experience.
  • Prior experience in banking or as a teller is preferred.
  • Proficient in Microsoft Outlook, Word, and Excel.
  • Familiarity with Jack Henry SilverLake is advantageous.
  • Basic mathematical skills.
  • Strong verbal and written communication abilities, including proper phone etiquette.
  • Excellent problem-solving skills and sound judgment.
  • Attention to detail.
  • Commitment to maintaining personal integrity and confidentiality.
  • Proactive approach to assisting customers and building relationships.
  • Ability to engage customers in meaningful conversations while delivering outstanding service.
  • Active listening skills, ensuring full attention to customers' concerns.
  • Understanding of customer service principles, including needs assessment and satisfaction evaluation.
  • Knowledge of marketing strategies and sales techniques for banking products and services.

Physical Requirements:

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

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