Client Support Specialist

1 week ago

New Canaan, Connecticut, United States Bankwell Full time
About Bankwell

Bankwell is a commercial bank with over $3 billion in assets, serving the banking needs of businesses and individuals. Our team of experienced professionals provides high-quality banking services with a personal touch.

Job Summary

As a Client Support Specialist at Bankwell, you will be the primary point of contact for our consumer and commercial customers, providing exceptional customer care through phone, chat, video, and email support. Your responsibilities will include:

  • Offering world-class support to our growing client base with urgency, empathy, and a deep understanding of our products and services.
  • Handling client problems by directly finding a resolution or referring to the proper individual or department.
  • Providing exceptional support and service around all digital products and services, including managing the onboarding process of new digital banking customers, performing daily maintenance and monitoring of digital banking applications, and participating in the evaluation and implementation of new digital banking services.
  • Conducting periodic reviews of existing Treasury Management client files to ensure all documentation is complete and up-to-date.
  • Conducting annual reviews on all Treasury/Cash Management client services and recommending appropriate funding limits to ensure regulatory compliance.
  • Preparing and approving proposals, including pricing, customer agreements, and service documents in accordance with Bank policies and procedures.
  • Preparing monthly activity reports.
  • Supporting the Treasury Management/Cash Management Sales Team by preparing the proper sales documentation and participating on sales calls.
  • Following up with clients to aid in the collection of necessary information and documents for implementation of new accounts/services.
  • Continually seeking to improve internal workflows and collaborating with team leadership to consider ways to improve efficiency and streamline processes.
  • Maintaining our team's dedication to our SLA's and other performance-based metrics to ensure clients receive industry-leading service and care.
Requirements

To be successful in this role, you will need:

  • Minimum 2 years' relevant Retail Banking or Deposit Operations experience.
  • Minimum 2 years' experience serving clients directly.
  • Exceptional customer service skills and a sincere appreciation for serving others.
  • Prior experience in the support and onboarding of electronic banking services for consumers and treasury management services for commercial clients is preferred.
  • General understanding of Wire Transfer, ACH, and the check clearing process.
  • Strong organizational skills and attention to detail.
  • Strong sense of integrity and personal ethics.
  • Strong written and verbal communication skills.
  • Ability to communicate effectively at all levels throughout the organization.
  • Skilled in multi-tasking and managing competing priorities in a fast-paced environment.
  • Willingness to work flexible hours, overtime, and weekends if required.
  • Proactive attitude and willingness to eagerly assist other team members.
  • Eagerness to learn and remain coachable for continued growth and development.
  • PC experience, including Windows, Apple, and Smart Phone platforms (iPhone and Android); Familiarity with MS Word and Excel.

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