Client Engagement Specialist I

1 week ago


Powell, Ohio, United States First Commonwealth Bank Full time

Position Overview:
This role is essential in managing incoming service inquiries from clients and prospective clients, addressing questions related to their existing account relationships, and providing information about additional offerings.

Key Responsibilities:

  • Respond to incoming service inquiries from customers, including but not limited to:
    • Existing deposit and loan account questions
    • Account maintenance requests, such as changes to personal information
    • Issues related to Online and Mobile Banking access
    • Inquiries regarding Online BillPay and Mobile Deposit
    • Debit card transaction questions, including hot cards and replacements
    • Information on rates and promotional offers
    • General transfers to other departments or employees
    • Calls transferred from the automated response system

Client Follow-Up:
Conduct follow-up with clients resulting from inbound inquiries, including account maintenance, records research, and appropriate communications.

Outbound Communication:
Make outbound calls to provide client service and support.

Client Needs Assessment:
Engage in conversations with clients to identify and address their financial needs, while actively seeking referrals for the diverse range of financial products and services offered.

Product Knowledge:
Maintain comprehensive knowledge of all bank products and services, as well as an understanding of non-bank services such as brokerage and insurance, to effectively promote and refer these offerings.

Sales Participation:
Participate in departmental sales initiatives throughout the year to support referral goals.

Service Excellence:
Exhibit a sense of urgency in handling inquiries and follow-ups, ensuring clients receive prompt and effective service. Consistently meet established Quality Service Goals.

Continuous Learning:
Complete all required self-education assignments, including online compliance training and supervisor-assigned tasks, in a timely manner.

Utilization of Resources:
Effectively use non-phone time to review emails, read relevant articles, and stay updated on procedural changes to enhance job knowledge.

Qualifications:

  • High school diploma or equivalent is required.
  • Exceptional customer service and interpersonal skills are essential.
  • Proficient computer skills and the ability to learn company systems are necessary.
  • Flexibility to work various shifts, including days, evenings, and weekends, is required.

Equal Opportunity Employer:
First Commonwealth Bank is an equal opportunity employer and values diversity in the workplace.



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