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Client Service Manager
2 months ago
The Director of Service is the primary point of contact for WaFd Bank clients, colleagues, and potential clients. This role is responsible for handling contacts, follow-ups, and engaging other WaFd Bank staff to address client needs. The Client Care Director ensures that questions and inquiries are answered promptly, accurately, and consistently, meeting the quality standards of WaFd Bank's Remarkable Service Processes.
Key Responsibilities- Answer WaFd Bank inbound calls to determine client needs, provide correct information, and offer solutions.
- Meet or exceed performance standards and metrics to provide a quality experience.
- Promptness and reliable attendance are essential.
- Follow established procedures and policies.
- Handle additional tasks, such as information updates, outbound follow-ups, and special projects.
- Adhere to bank policies and procedures designed to comply with Federal regulations.
- 1-3 years of previous Customer Service experience.
- Previous experience in a financial services environment.
- Previous experience in a call center environment preferred.
- Ability to provide a high-level of accuracy with excellent attention to detail.
- Excellent writing, verbal, and communications skills.
- Strong computer application and navigation skills.
- Ability to effectively use a variety of information resources.
- Ability to accomplish tasks within a team network.
Ability to work Saturday, Sunday, and evening hours.
Ability to work on phone/headset and with keyboard for extended periods.
Benefits- Paid time off for vacation, sick days, and holidays.
- Health insurance.
- Stock options.
- Bonus programs.
- Generous 7% 401(k) employer matching.
- Paid Parental Leave.
- Life and AD&D insurance.
- Long-term disability.
- Tuition Reimbursement.
- Employee assistance programs.
- Pre-tax health and dependent-care spending plans.
