Title: Client Contact Center Specialist
Location: Livermore, CA
Hiring salary range: $26.01 to $34.95 per hour
Position Summary
Fremont Bank - one of the Bay Area's most respected and long-standing financial institutions - is seeking a strategic, hands-on professional to join and help advance our Client Contact Center team. This is a high-impact opportunity to contribute to the success of a mission-driven organization committed to excellence, community service, and strong client relationships.
If you''re energized by purpose-driven work, collaboration, and delivering meaningful results, we'd love to connect.
Why Fremont Bank?
Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships - with our clients, our associates, and our communities.
We offer:
The Fremont Bank Way
o Go above and beyond for clients
o Foster a supportive and empowering environment for associates
o Deeply invest in the well-being of our local community
Position Overview
The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and internal branch staff over the phone telephone and/or email. When responding to incoming phone calls and emails, the Client Contact Center Specialist must adhere to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill services requests through a single call resolution while upholding company policies and procedures. The Specialist is expected to deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.
Role and Responsibilities
Handle incoming phone calls and resolve clients inquiries and offer products and services to help clients achieve their financial goals.
Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients' banking needs.
Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
Work closely with Mortgage Officers to offer mortgage and home equity line of credit to clients.
Must go above and beyond to provide the "Six Diamond" experience in every interaction.
Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity.
Resolve client issues by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction.
Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests.
Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
Submit Travel Advisories and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns.
Process stop-payments and stop-payment releases as requested.
File Reg E claims for clients and on behalf of branches.
Answer client's general questions through Chat.
Enroll clients in online banking and password reset.
Order checks and debit cards.
Want the full-service, personal approach only a community bank can offer? Discover a better way to bank with an organization that knows the Bay Area because we've been doing business here for over four decades.
At Fremont Bank, we know that community banking makes a difference to our customers, our business partners and our employees. After all, we were founded in 1964 - one of the oldest independently owned and managed bank in the Bay Area, headquartered in Fremont, of course. We've held to an unwavering commitment to providing the communities we serve with financial resources and building professional relationships second-to-none.