Client Service Center Representative I-III

Poppy Bank•Roseville, CA

9d•Onsite

About The Position

We are building a new Client Service Center Representative Team in Roseville! Depending on experience, you could be the next Client Service Center Representative I, II, or III. Flexible hours are required. The shifts are scheduled between the hours of 7:00am and 8:00pm. Please see below for more details and we look forward to connecting with you! Apply today! Summary: Client Service Center Representative I: Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative I supports the Bank and its clients by (1) developing a strong knowledge of products, services, systems, policies and processes of the bank, and (2) exercising strong customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations. Summary: Client Service Center Representative II: Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative II supports the bank and its clients by (1) developing a strong knowledge of products, services, systems, policies and processes of the bank, and (2) exercising strong customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations. Summary: Client Service Center Representative III: Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative III supports the bank and its clients by (1) developing an advanced knowledge of products, services, systems, policies and processes of the bank, and (2) exercising excellent customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Requirements

Minimum of 1 year of experience in banking deposit operations
Previous experience in a client support role
Available to work a flexible schedule during the hours the Client Service Center is operational
Strong phone and verbal communications skills, along with active listening
Client focus and adaptability to different personality types
Proficient in providing technical level support
Proficient in Microsoft Office Suite including Word, Excel, and Outlook
Ability to multi-task in a fast-paced environment
Minimum of 2 years of experience in banking deposit operations
Strong phone and verbal communications skills, along with active listening, with an ability to de-escalate more complex client situations
Minimum of 3 years of experience in banking deposit operations
Excellent phone and verbal communications skills, along with active listening, with an advanced ability to de-escalate the most complex client situations

Nice To Haves

Experience with the DNA and Q2 systems is preferred but not required
Experience with the DNA and Q2 systems is preferred but not required
Experience with the DNA and Q2 systems is preferred but not required

Responsibilities

Manage inbound and outbound, internal and external, client calls in a timely manner
Provide accurate and satisfactory answers to client queries and concerns
De-escalate situations involving dissatisfied clients, offering patient assistance and support
Handle and resolve customer complaints with tact and diplomacy
Guide clients through troubleshooting issues, navigating the Bank’s website, online account applications, and using products or services
Consistently models exemplary customer service
Escalate complex issues to Client Service Center Supervisor or Manager
Review client accounts, providing information and updates as needed
Follow communication scripts when handling various topics when available
Maintains thorough knowledge of bank products and services
Cross sell additional banking products and services as instructed
Collaborate with other Client Service Center Representatives to improve client service
Meet quantitative and qualitative targets
Complete other duties related to deposit operations back-office functions when not actively assisting clients on the phone
Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
Other duties as assigned
Manage a large volume of inbound and outbound, internal and external, client calls in a timely manner
De-escalate more complex situations involving dissatisfied clients, offering patient assistance and support
Meet elevated quantitative and qualitative targets.
Complete other more complex duties related to deposit operations back-office functions when not actively assisting clients on the phone
De-escalate the most complex situations involving dissatisfied clients, offering patient assistance and support
Escalate the most complex issues that require the manager’s attention/approval to Supervisor or Manager, as needed
Assist with training other representatives to perform their job duties properly