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Client Relations Specialist

2 months ago

Chico, California, United States Tri Counties Bank Full time
Exciting Career Opportunity

Position: Customer Support Agent - Proficiency in Spanish is preferred but not mandatory.


Enjoy comprehensive full-time benefits, including up to 20 days of paid time off in your first year, as well as Medical, Dental, and Vision coverage, an Employee Stock Ownership Program, and a 401k plan.


The compensation range for this role is between $17.00 and $19.20 per hour, complemented by various incentive opportunities, ensuring a competitive total compensation package that may vary by location and is aligned with qualifications and experience.



POSITION OVERVIEW
Customer Support Agents are dedicated to delivering exceptional service every day.

They strive to make each interaction pleasant, embodying a friendly and sincere approach that reinforces our customers' loyalty to our community bank.

These agents are adept problem solvers, utilizing empathy to fully understand and address customer inquiries.

They work collaboratively across the organization, leveraging their expertise to take ownership of issues, follow up diligently, and resolve customer concerns.

Our agents possess in-depth knowledge of online banking, debit and credit card services, checking accounts, loan servicing, and more. They proactively suggest bank products and services, ensuring a seamless transition to the appropriate internal partner to meet customer needs.

WORKING HOURS
Our operational hours are Monday to Friday from 7 AM to 7 PM, Saturday from 9 AM to 6 PM, and Sunday from 9 AM to 5 PM. We are closed on all Federal Holidays.

KEY RESPONSIBILITIES

  • Provide a superior customer experience by actively listening, empathizing, taking ownership of issues, collaborating when necessary, and effectively communicating solutions in a dynamic environment.
  • Communicate clearly and accurately, both verbally and in writing, while maintaining a friendly and helpful demeanor to enhance every interaction.
  • Engage in proactive problem-solving by troubleshooting, diagnosing, and resolving issues related to products, services, and technology. When faced with uncertainty, commit to finding the necessary information.
  • Drive customer growth and acquisition by identifying opportunities, asking insightful questions, and sharing knowledge about the bank's offerings. Ensure customers are connected with the right personnel to fulfill their needs.

ADDITIONAL RESPONSIBILITIES

  • Develop and maintain a comprehensive knowledge base of the bank's products, services, policies, and procedures, as well as relevant industry regulations, adapting quickly to changes and new offerings.
  • Stay informed about bank policies and procedures to ensure compliance with all applicable federal and state laws.
  • Safeguard security and confidentiality by adhering to policies and procedures designed to protect sensitive information and finances, while identifying potential exceptions and collaborating with leadership on innovative solutions.
  • Utilize technology to enhance customer interactions, helping clients leverage tech solutions to save time and money. Regularly use systems like Salesforce to foster relationships and communicate effectively.
  • Assist with various tasks as needed to support business operations, including customer messaging, data entry, reporting, and other duties.


The responsibilities outlined above represent the primary functions of the role and are not intended to be an exhaustive list of every task associated with the position.


EXPERIENCE REQUIREMENTS

  • A minimum of one year of customer service or professional business experience is required.
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED

  • A high school diploma or GED is required.
  • Prior customer service experience is essential, with a preference for candidates with financial services or call center backgrounds.
  • Strong verbal and written communication skills, along with reading comprehension, are required.
  • Proficiency in personal computers, email, chat, Salesforce CRM, and other Windows-based applications is necessary, along with the ability to learn new systems. Candidates must also possess problem-solving skills to address technical issues.

PHYSICAL AND MENTAL REQUIREMENTS

  • Ability to lift up to 25 pounds may be required.
  • Capacity to thrive in a fast-paced team environment while maintaining focus for extended periods.
  • Effective verbal and written communication skills are essential for interacting with customers and colleagues professionally.
  • Ability to adhere to established procedures while maintaining a positive attitude, even during challenging or repetitive interactions.

COMPANY OVERVIEW:
Founded in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares, with a strong presence in the financial sector.

With nearly $10 billion in assets and over 45 years of financial stability, Tri Counties Bank offers a unique brand of Service With Solutions to communities throughout California. Our extensive range of personal, small business, and commercial banking services is complemented by a robust branch network and access to over 37,000 surcharge-free ATMs nationwide, along with advanced online and mobile banking options.


Our commitment to core values, sound business principles, and responsible lending practices has enabled us to remain strong and profitable. We prioritize community engagement, believing in the vision of a supportive and caring community banker.

As we expand our reach and serve more communities, we actively contribute to local economies and organizations through financial and volunteer support.

Tri Counties Bank seeks to hire qualified individuals who reflect the diversity of the communities we serve. We aim to place employees in roles that align with their strengths and abilities, fostering growth within the organization.

Tri Counties Bank is an Affirmative Action and Equal Opportunity Employer, welcoming applicants from all backgrounds.