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Client Engagement Specialist

2 months ago

Powell, Ohio, United States First Commonwealth Bank Full time

Position Overview:
This role is pivotal in managing incoming service inquiries from clients and prospective clients, addressing their questions about existing account relationships or providing information on additional products and services.

Key Responsibilities:
• Respond to incoming service inquiries from customers, including but not limited to:
a. Questions regarding existing deposit and loan accounts,
b. Requests for account maintenance, such as changes to personal information,
c. Assistance with Online Banking and Mobile Banking access,
d. Inquiries related to Online BillPay and Mobile Deposit,
e. Debit card inquiries, including transactions, hot cards, replacements, and new card openings,
f. Information on rates and promotional offerings,
g. General transfers to other departments or employees,
h. Calls redirected from the integrated voice response system.

• Conduct follow-up communications with clients based on their inquiries, ensuring all requests are addressed, including account maintenance and research.

• Initiate outbound calls to provide client support and service.

• Engage clients in discussions to accurately identify and meet their financial needs, while actively seeking referrals for a wide range of financial products and services offered by the bank and its affiliates.

• Maintain comprehensive knowledge of all bank products and services, along with a working understanding of non-bank offerings such as brokerage and insurance, to effectively promote and refer these services.

Sales Participation:
• Actively participate in departmental sales initiatives throughout the year to support referral goals.

Service Excellence:
• Uphold a sense of urgency in managing phone inquiries and client follow-ups, ensuring the delivery of effective and timely service to clients.

• Consistently meet established Quality Service Goals.

Professional Development:
• Complete all assigned self-education tasks promptly, including online compliance training and supervisor-directed readings.

• Utilize non-phone time productively to enhance job knowledge through resources available.

Qualifications:
• A high school diploma or equivalent is required.
• Exceptional customer service skills and strong interpersonal and communication abilities are essential.
• Proficiency in computer skills and the ability to learn company systems are necessary.
• Flexibility to work during day, evening, and weekend hours, with potential shift changes.

Equal Opportunity Employer:
First Commonwealth Bank is an equal opportunity employer, committed to creating an inclusive environment for all employees.