Client Support Center Representative

2 weeks ago

Bismarck, North Dakota, United States Alerus Full time

Position Overview:
The Client Service Center Associate plays a crucial role in managing inbound communications from participants in retirement plans, banking customers, and health benefit clients. This position is essential for troubleshooting and resolving issues, providing assistance, and delivering information to effectively address caller inquiries. The Client Service Center serves as the primary contact point for clients utilizing Alerus products.

Key Responsibilities:
1. Client Interaction – 70%

  • Respond to calls from Alerus clients in a timely and professional manner, addressing a variety of subjects including retirement plans, IRS guidelines, balance inquiries, and more.
  • Deliver clear and effective communication while assisting clients.
  • Guide clients in understanding and utilizing website and application features.
  • Confidently manage technical inquiries and concerns.
  • Record all client interactions using Salesforce for accurate documentation.

2. Professional Development – 20%

  • Keep informed about Alerus products and services.
  • Stay current with financial services and internal systems.
  • Participate in training sessions and team meetings.
  • Contribute to the development of operational procedures.

3. Sales and Referrals – 5%

  • Educate clients about Alerus products that align with their needs.
  • Maintain comprehensive knowledge of all Alerus offerings.

4. Team Collaboration – 5%

  • Complete assignments as directed by management.
  • Support colleagues and promote a positive workplace culture.
  • Recognize and celebrate individual and team achievements.

Qualifications:
Preferred candidates will have a minimum of 1 year of relevant business experience. Strong communication and organizational skills are essential. The ability to juggle multiple tasks and meet deadlines is required. Basic proficiency in Microsoft Word and Excel is necessary. Flexibility to work overtime when required is appreciated.

Personal Attributes:
Ideal candidates will demonstrate strong relational skills, critical thinking, initiative, creativity, and problem-solving capabilities. Excellent communication and organizational skills are a must.

Physical Requirements:
This role involves extended periods of sitting at a desk and the ability to operate a computer for up to 8 hours daily. Visual acuity is necessary. Occasional standing, walking, reaching, and light lifting may be required. The work environment is primarily indoors.

Alerus Financial is an Equal Opportunity Employer.

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