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Client Support Specialist

2 months ago

Dedham, Massachusetts, United States Dedham Savings Full time

At Dedham Savings, we prioritize our clients' journeys by providing exceptional support in a friendly and professional manner. Our commitment to our employees is equally strong, as we recognize that our success over the years is a direct result of their dedication. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance, and many additional perks.

ROLE OVERVIEW

The Client Support Specialist is responsible for accurately addressing routine account inquiries and executing account maintenance tasks such as balance checks, deposits, withdrawals, transfers, loan payments, address modifications, and account closures. This role also provides troubleshooting assistance and technical support to customers. By consistently promoting awareness of our banking products and services, the Client Support Specialist identifies referral and sales opportunities, successfully directing customers to the appropriate resources when necessary. Support is delivered through various channels, including email, text, chat, and telephone, with an average daily call volume of approximately 50-60 interactions.

KEY RESPONSIBILITIES

  • Act as the first point of contact for quality customer service for all incoming calls.
  • Maintain comprehensive knowledge of banking products and services to provide informed assistance.
  • Resolve customer inquiries, conduct account checks, and respond to questions about banking products through various communication methods.
  • Deliver high-quality service and support while processing requests across multiple areas, including consumer and business deposit accounts, loan inquiries, online and mobile banking, and stop payments.
  • Assist customers with debit card disputes, card management, and research inquiries.
  • Guide customers through online account openings and troubleshoot technical issues related to online and mobile banking.
  • Process customer inquiries regarding deposits, withdrawals, payments, and necessary research.
  • Support customers with electronic banking challenges, including password resets and issue resolution.
  • Complete maintenance and research request forms, informing customers of applicable fees.
  • Monitor check orders for customers, ensuring accurate inventory management and record-keeping.
  • Perform maintenance on deposit accounts, ensuring accuracy and compliance with internal processes.
  • Achieve monthly referral targets.
  • Adhere to privacy and data security policies to protect sensitive information and comply with relevant regulations.
QUALIFICATIONS

To excel in this role, candidates must meet the following qualifications:
  • High school diploma or GED; three or more years of experience in call center operations and banking, or a combination of education and experience.
  • Proficient in utilizing online reference systems, web applications, and printed materials.
  • Ability to engage with customers while processing information and documenting responses using computerized systems.
  • Strong web navigation skills and experience.
  • Capability to handle confidential information responsibly.
WORK ENVIRONMENT

This position operates in a general office setting, requiring frequent use of a personal computer, telephone, and headset. The role involves extended periods of sitting and managing a high volume of incoming calls.

Dedham Savings is dedicated to fostering an inclusive workplace where every employee feels valued and connected. We strive to create an environment that embraces diverse perspectives and backgrounds, ensuring a supportive culture for all.

Dedham Savings is an equal opportunity employer, committed to providing fair treatment for all employees and applicants, regardless of race, color, religion, gender, sexual orientation, age, marital status, national origin, disability, veteran status, or any other protected status.