Administrative Skills, Bank Secrecy Act, Banking Services, Call Centers, Communication Skills, Computer Skills, Customer Experience, Customer Relations, Customer Support/Service, Detail Oriented, Documentation, Establish Priorities, Insurance, Loan Operations, Loan Processing, Loans, Maintain Compliance, Maintenance Services, Marketing, Mergers and Acquisitions, Microsoft Excel, Microsoft Outlook, Microsoft Windows Operating System, Microsoft Word, Mortgage, Needs Assessment, Online Banking, Operational Support, Presentation/Verbal Skills, Private Banking, Problem Solving Skills, Product Documentation, Resolve Customer Issues, Retail Banking, Retail Operations, Sales, Telesales, Time Management, Treasury, Treasury Management, Tuition Reimbursement, Typing, Willing to Travel, Writing Skills
Looking to join a Great Place to Work Employer and become a valued member of our growing team? At SmartBank, we're not just offering a job; we're inviting you to be a part of a culture built on excellence.
At SmartBank, our benefits package is designed to enhance your life. You'll enjoy medical, dental, vision, life, and disability insurance, as well as a 401(k) plan with a 4% employer match. Our generous paid time off (PTO), SmartFlex Days, and 11 Paid Company Holidays promote work-life balance. Engage in paid community involvement, enjoy company apparel, and access tuition reimbursement for your growth.
About Us
SmartBank is rooted in our core values: Acting with Integrity, Being Enthusiastic, Creating Positivity, Demonstrating Accountability, and Embracing Change. Our team lives and breathes these values to fulfill our core purpose: creating "WOW" experiences for our clients. For over 19 years, we've been delivering on this purpose in Tennessee, Alabama, and Florida, and we're continuously expanding our reach. Our team is empowered to care for our clients and actively participate in the communities we serve. At SmartBank, we prioritize individual needs, set high expectations, and celebrate achievements - that's the SmartBank way.
Our Client Services Representative will be responsible for:
Providing excellent client service by meeting the banking needs of clients via phone, chat, email, and online banking platform.
Major Duties and Responsibilities:
Core Values & Culture Commitment:
- Upholds SmartBank Core Values and Core Purpose
- Adheres to and embraces the SmartBank Way by Acting Smart, Looking Smart, and Being Smart
Client Service & Relationship Support:
- Excellent communication skills with the ability to understand client needs and use thorough knowledge of all SmartBank's products and services to make recommendations to improve the relationship
- Provide client support in a timely manner for personal and business accounts:
- Account maintenance
- Stop payments
- Disputes
- Account balances
- Transaction questions and research
- Phone transfers
- Check orders
- Answer questions regarding account types and rate inquiries
- Open savings accounts for established clients (via phone)
- Support Client Debit Card needs, including: Fraud alerts and transaction questions, Travel notices, POS limit increases, and Order new debit cards and work to resolve issues
- Provide Online banking support, to include: Online banking access/password reset, 3rd party apps, Online banking enrollment (personal), Bill Pay and External Transfers, Process client requests via online banking application
- Mortgage service requests support:
- Treasury Management support to include: Password resets andTrouble shoot equipment issues
- Provide support to Private Banking clients
- Assist with mergers and acquisitions as needed. This would include providing client support via phone, chat, and email during extended work hours
- The first point of contact for client communication delivered on behalf of the following departments: Loans, Treasury, e Banking, Retail, Deposit Operations, Loan Operations/Processing, and Marketing)
Operational & Administrative Support:
- Update branch returned mail log with physical and digital items received and process debit cards received in returned mail
- Support operations with account documentation maintenance and changes to core system to ensure accuracy and regulation compliance
- Provide interdepartmental support on client requests via Fresh Service ticketing system
- Comply with all applicable federal, state, and local banking and industry related laws and regulations, including, but not limited to, the Bank Secrecy Act
- Work well within a team environment and perform other duties as assigned
Position Requirements and Qualifications:
Education:
- High school diploma or equivalent required
- Minimum of 1 year's banking experience preferred
- Sales / call center experience a plus
Training Requirements (licenses, programs, or certificates):
Knowledge, Skills, and Abilities:
- Strong oral and written communication skills
- Detail oriented with the ability to thrive in a team environment
- Goal driven
- Proficient level of computer competency including Microsoft Windows (Word, Excel, Outlook) and minimum 40 wpm typing speed
- Ability to apply knowledge and sound judgement in decision making using established guidelines
- Possess a positive, solutions-oriented attitude, high level of integrity, and adaptable to change
Work Conditions:
- Able to routinely stand, sit, and bend.
- Frequently and regularly required movements using wrists, hands, and/or fingers
- Average, ordinary, visual acuity necessary to prepare and inspect documents or products and operate machinery
- Ability to hear average or normal conversations and receive ordinary information
- May be required to travel to training sessions