Client Relations Associate
2 weeks ago
The Customer Support Representative delivers exceptional service by addressing client inquiries and facilitating problem resolution. This role involves fostering and sustaining electronic banking connections while offering continuous assistance to enhance digital engagement for clients across various platforms. The Representative will also actively seek opportunities to provide further insights into banking products and services to strengthen existing client relationships.
KEY RESPONSIBILITIES:
- Handles customer and potential client inquiries via phone, email, and digital channels regarding their accounts and all banking products, including financial transactions.
- Records interactions with clients for future reference.
- Verifies client identities in accordance with bank protocols.
- Detects fraudulent activities to safeguard the bank and its clients.
- Supports customers with online and mobile banking as well as automated telephone banking, including setup, navigation, and ongoing maintenance.
- Provides assistance to other departments within the bank.
- Informs clients about the bank's offerings to ensure top-tier customer service.
- Proactively suggests banking products and services based on client needs assessments.
- Conducts outbound calls to clients as necessary.
- Adheres to all confidentiality and privacy policies, along with all bank regulations.
- Completes tasks and responsibilities in compliance with all state and federal banking laws.
EDUCATION & CERTIFICATIONS:
- Preferred: Bachelor's degree.
- Minimum of 6 months experience in customer service.
- Experience in providing digital support is preferred.
- Banking experience is advantageous.
- Ability to quickly grasp the bank's products and services.
- Strong problem-solving skills with a commitment to customer satisfaction.
- Clear and pleasant communication skills.
- Excellent listening skills to understand client needs and inquiries.
- Proficient in oral and written communication.
- Able to manage multiple tasks and interruptions effectively.
- Capable of working independently as well as collaboratively within a team.
- Familiarity with PCs, current Windows operating systems, Microsoft Office, the Internet, and other software applications.
- Knowledge of mobile platforms, including Android and Apple iOS.
- Must possess awareness of cybersecurity to protect the digital environment, the bank, and its clients.
- Exceptional Customer Service Orientation
- Technologically Proficient/Digital Enthusiast
- Financial Acumen
- Adaptability and Quick Learning
- Focus on Problem Resolution
- Sound Decision-Making Skills
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