Client Relations Coordinator

2 months ago

Waunakee, Wisconsin, United States Lake Ridge Bank Full time

Position Overview:

Join our esteemed team at Lake Ridge Bank as a Client Relations Coordinator, where you will play a crucial role in delivering exceptional support and fostering client relationships. In this pivotal position, you will engage in comprehensive research and adeptly manage intricate client interactions. Your expertise will be essential in assisting clients with sensitive financial matters while upholding our core values of outstanding service, a commitment to growth, integrity, collaboration, and community involvement. If you are dedicated to making a significant difference, we invite you to consider this opportunity.

Key Responsibilities:

Exceptional Client Service:

  • Manage incoming calls with a commitment to superior service.
  • Provide clear and precise information regarding account inquiries.
  • Foster and maintain positive relationships with all internal and external stakeholders, including clients and prospects.
  • Ensure clients have a comprehensive understanding of our products and services, offering additional information as needed.
  • Investigate and assist in resolving various client issues and concerns.
  • Take ownership of each call, whether it necessitates a follow-up, further research, or collaboration with other departments.
  • Contribute innovative ideas for problem resolution to enhance client service and improve operational efficiency.

Advanced Account Management and Financial Services Support:

  • Facilitate account closures, ensuring a seamless and compliant process.
  • Oversee Certificate of Deposit (CD) renewals, aligning with clients' financial objectives.
  • Process online applications for various banking products.
  • Issue and troubleshoot Business Online Tokens to enhance client security.
  • Research contact details for unidentified ACH transactions upon client requests.
  • Handle sensitive matters, such as notifications of bereavement, with empathy and professionalism.
  • Process Direct Deposit and Auto Transfer forms, ensuring accuracy and timeliness.
  • Complete Payment Authorization forms with a high degree of precision.
  • Address and resolve Secure Now - Client 360 Cases, safeguarding client information.
  • Conduct research and inquiry resolution by performing Non-Post Web director searches to rectify transactional discrepancies.
  • Manage and fulfill other DocuSign client requests efficiently.
  • Respond to internal inquiries, providing expert support to other departments.
  • Address loan-specific inquiries with comprehensive knowledge of loan products and servicing.
  • Serve as the escalation point for Tier 1 support, offering mentorship and guidance.

ITM Area Responsibilities:

  • Accurately process transactions at the Interactive Teller Machine (ITM), including cashing checks, withdrawals, deposits, and loan payments.
  • Conduct thorough reviews of captured image items to ensure transaction accuracy.

Additional Duties:

  • Maintain open and honest communication with team members and management.
  • Collaborate as part of a team to achieve departmental goals, including working additional hours or taking on extra responsibilities as necessary.
  • Participate in internal and external training as appropriate.
  • Engage in community involvement and bank activities as suitable.
  • Perform other duties as assigned or requested.

Compliance and Security Adherence:

  • Complete all required annual bank security and compliance training.
  • Adhere to bank security, compliance, and policy guidelines.
  • Maintain confidentiality of client information at all times.
  • Stay informed on all compliance regulations through ongoing training and education.

Qualifications:

  • Associate's degree in Business, Accounting, Finance, or 3-4 years of experience in a financial services environment.
  • 1-2 years of prior client service experience, particularly in a call center or banking setting, is advantageous.
  • Proven ability to manage complex financial transactions and sensitive client situations.
  • Solid understanding of financial products and services.
  • Proficient in Microsoft Office Suite with strong typing and keyboarding skills.
  • Excellent organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
  • Strong attention to detail with exceptional follow-up skills, capable of working efficiently, accurately, and independently.
  • Willingness to work towards departmental goals and performance standards, including the flexibility to work additional hours and attend educational programs.
  • Flexibility in hours to meet departmental demands.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Willingness to participate in community functions where the organization is involved.
  • Demonstrated ability to represent the organization in a professional and positive manner.

The working hours for this position will be from 7:45 AM to 5:45 PM, Monday through Friday, with one Saturday a month from 7:45 AM to 12:15 PM. Flexibility in scheduling may be required on occasion.

Lake Ridge Bank is committed to fostering a diverse workforce and is an Affirmative Action/Equal Opportunity Employer. We encourage applications from minorities, females, veterans, and individuals with disabilities.

In alignment with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, we provide reasonable accommodations for applicants and employees. Examples of reasonable accommodations include alternative application methods, providing documents in different formats, modifying work procedures, specialized equipment, or utilizing an interpreter. If you require reasonable accommodations to apply or perform your job at Lake Ridge Bank, please reach out to Human Resources.

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