Client Support Specialist

2 days ago

Waunakee, Wisconsin, United States Lake Ridge Bank Full time
Overview

Lake Ridge Bank is seeking a highly skilled Client Support Specialist to join our dynamic team. As a key member of our customer service team, you will provide exceptional support to our clients, utilizing your expertise to resolve complex financial matters and embody our core values of extraordinary service, a growth mindset, trustworthiness, teamwork, and community.

Responsibilities
  • Provide high-quality client service through inbound calls, ensuring clear and concise information regarding account inquiries.
  • Promote and maintain positive relations with internal and external contacts, clients, and potential clients.
  • Ensure clients understand our products and services, providing additional information as necessary.
  • Research and assist in problem-solving all client issues and concerns.
  • Take ownership of every call, whether it requires a callback, extended research, or assistance from other departments.
  • Contribute ideas on ways to resolve problems to better serve clients and improve productivity and efficiency.
Advanced Account Services, Account Management, and Financial Services Support
  • Facilitate the closing of accounts, ensuring a smooth and compliant process.
  • Manage CD renewals with attention to clients' financial goals.
  • Oversee and process online applications for various banking products.
  • Issue and troubleshoot Business Online Tokens for enhanced client security.
  • Research contact information on the origination of unidentified ACH transactions upon client requests.
  • Handle sensitive matters such as death notifications with compassion and professionalism.
  • Process Direct Deposit and Auto Transfer forms, ensuring accuracy and timeliness.
  • Complete Payment Authorization forms with a high degree of accuracy.
  • Address and resolve Secure Now - Client 360 Cases, protecting client information.
  • Research and Inquiry Resolution by conducting Non-Post Web director searches to resolve transactional discrepancies.
  • Manage and fulfill other DocuSign client requests efficiently.
  • Respond to internal requests, providing expert support to other departments.
  • Address loan-specific inquiries with detailed knowledge of loan products and servicing.
  • Tier 1 Support Escalation. Serve as the next point of escalation for all calls and issues that Tier 1 requires assistance with, providing mentorship and guidance.
ITM Area Rotation
  • Accurately and efficiently process transactions at the Interactive Teller Machine (ITM), including cashing checks, withdrawals, deposits, and loan payments.
  • Conduct a detailed review of captured image items to ensure the accuracy of transactions.
Other Responsibilities
  • Communicate openly and honestly with team members and management.
  • Work as part of a team to accomplish office/dept goals, including working additional hours as needed and/or taking on additional responsibilities as needed within other rotations.
  • Participate in internal/external training as appropriate.
  • Participate in community involvement/bank activities as appropriate.
  • Perform all other duties as assigned or requested.
Adhere to Bank Security/Compliance Regulations
  • Complete all annual bank security and compliance training.
  • Adhere to Bank Security/compliance and policy guidelines.
  • Maintain confidentiality of client information.
  • Stay current on all compliance regulations, required through training and daily education.

Qualifications:

  • Associates degree in Business, Accounting, Finance, or 3-4 years of experience within a financial services work environment.
  • 1-2 years previous client service experience, particularly in a call center or banking environment, is valuable.
  • Demonstrated ability to handle complex financial transactions and sensitive client situations.
  • Solid understanding of financial products and services.
  • Strong working knowledge of Microsoft Office Suite, proficient typing/keyboarding skills.
  • Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
  • Strong attention to detail with excellent follow-up skills and the ability to work efficiently, accurately, and independently.
  • Willingness to work toward goals and performance standards of the department, including the ability to put forth the extra effort necessary to make the department a successful operation.
  • Flexibility with hours in order to meet the demands of the department.
  • Ability to speak, read, write, and understand English well and speak clearly.
  • Willingness and ability to participate in community functions where the office is involved.
  • Demonstrated ability to represent the organization in a professional, positive manner.

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