Client Service Center Associate - Banking

WHO ARE WE:

Alerus is a commercial wealth bank and national retirement provider with one core purpose: helping clients achieve their financial goals. We are driven by a shared commitment to always do the right thing; leading with integrity and providing valued advice and guidance to our clients. We value the expertise and skillset each team member provides and encourage collaboration, innovation, adaptability, and an entrepreneurial spirit at all levels of our company. By consistently seeking improvements and growth, we foster long-term relationships with clients and team members. We are proud to be recognized as a Top Workplace by numerous industry and regional outlets.

CORE VALUES:

• Passion for Excellence
• Success is Never Final
• Do the Right Thing
• One Alerus

ABOUT THE ROLE:

The Client Service Center Associate, Banking is responsible for answering a wide range of incoming calls from banking and wealth management clients. Client Service Center Associates educate, troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries. A single point of contact where clients receive support on products offered with Alerus.

WHAT YOULL BE DOING:

• Answer telephone, email, and chat inquiries from Alerus banking, mortgage, and wealth management clients promptly and courteously.
• Show respect and patience to all clients. Inbound calls will cover a wide range of topics, including balance inquiries, debit card maintenance, disputes, transfer requests, and loan payments.
• Provide professional, accurate, and clear communication.
• Understand and clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
• Maintain up-to-date financial services and internal systems and software (AS400, Q2, Architect, and Salesforce) knowledge as it pertains to the job.
• Understand and communicate basic principles of deposit, money market, time accounts, and loan policies to clients.
• Actively maintain knowledge of all Alerus products, services, and processes, including fraud prevention and documentation.
• Develop and enhance client relationships by informing clients of Alerus products and services that meet their needs and encourage a financially fit client.
• Foster a positive work environment and support co-workers in achievement of departmental goals.
• Meet performance standards such as quality assurance scores, productivity, and attendance. Proactively notify manager if standards will not be met.

WHAT YOU SHOULD HAVE:

• 1+ years of experience in business customer service or accounting/bookkeeping preferred
• 1+ years of experience directly related to financial services preferred
• Excellent written/oral communication and organization skills required
• Ability to prioritize and to be self-motivated
• Independently manage multiple concurrent tasks and meet deadlines
• Proven ability to adapt to a fast-paced, changing environment centered around technology

WHAT WE BRING TO THE TABLE:

• Competitive compensation including base salary, bonus, and/or incentive opportunities.
• Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life, and long-term disability insurance; and 401(k) and ESOP for retirement savings.
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave.
• Learning and development resources for personal and professional career development, and advancement opportunities.
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services.
• Support for the communities we live in through paid volunteer time and a company donation match opportunity.

WORK ENVIRONMENT:

• Work is typically performed in an office setting.
• The employee is regularly required to sit for extended periods of time.
• The employee is occasionally required to move about the office utilizing proper ergonomic safeguards when doing so.
• Additionally, the employee must occasionally lift or move supplies and materials up to 20 pounds.

BASE PAY RANGE: $21.00 - $22.00 per hour

The above information in this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job.

Alerus is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.