Client Service Center Specialist

Client Service Center Specialist

Our Mission:

Community Bank partners with individuals, businesses, and communities to realize their dreams, protect their financial futures and improve their lives.

Our Core Values:

At Community Bank, we are committed to fostering a workplace that reflects our core values. We believe in:

• Taking Care of Each Other.
• Always Doing the Right Thing.
• Being a Great Teammate.
• Working Hard to Achieve Our Goals.
• Giving and Expecting Mutual Respect.
• Enjoying Life Every Day.
• Being Positive.
• Having a Sense of Urgency.

Summary/Objective:

The Client Service Center Specialist serves as the first point of contact for Bank clients, providing exceptional service and support through various communication channels including phone, email, and chat. This role is responsible for resolving inquiries, troubleshooting issues, and ensuring a seamless banking experience while maintaining compliance with Bank policies and regulatory requirements. Additionally, the Client Service Center supports clients with fraud, disputes, and related issues involving debit card, ACH, and electronic funds transfer activity. Specialists are expected to follow Bank procedures and applicable regulatory requirements while maintaining professionalism, accuracy, confidentiality, and urgency when handling sensitive client claims.

Essential Functions:

• Respond promptly and professionally to client inquiries regarding accounts, transactions, digital banking, and general banking services.
• Process loan payments, complete transfer requests, manage stop payment requests, and assist clients with the Bank's online services, specifically with enrollment and password issues.
• Provide accurate information and resolve issues efficiently, escalating complex cases as needed.
• Receive and assist with client debit card and ACH dispute claims, including unauthorized, incorrect, duplicate, or otherwise disputed electronic transactions, in accordance with Bank procedures and applicable regulatory requirements.
• Gather and document required claim information from clients, including transaction details, client statements, supporting documentation, and relevant account history.
• Support timely claim handling by ensuring that all claims are promptly entered into the Bank's dispute resolution system and coordinating with Deposit Operations, Fraud, Compliance, or other designated departments for review, escalation, client communication, and final resolution where appropriate.
• Assist with related actions such as card blocking or reissuance, ACH returns, stop payments, or revocation-related requests within established authority and procedures.
• Identify and report potential fraud indicators or suspicious activity noted during debit card, ACH, or electronic transaction dispute interactions.
• Maintain empathy and professionalism in all client interactions.
• Document client interactions and resolutions in customer relationship management (CRM) systems with accuracy.
• Follow established procedures for identity verification, fraud prevention, and data security.
• Monitor and manage service queues to ensure timely response and resolution.
• Assist branch employees with inquiries regarding online and mobile banking.
• Refer leads to branch personnel with warm handoffs to the appropriate department.
• Adhere to all banking regulations, internal policies, and procedures.
• Identify and report suspicious activity or potential fraud in accordance with compliance guidelines.
• Work closely with other departments to resolve client issues.
• Identify and implement process improvements to enhance operational efficiencies and risk mitigation.
• Comply with government, regulatory, and Bank policies and procedures.

Other Duties:

• Perform other duties assigned, in support of departmental goals and organizational priorities.

Education and Experience:

• Minimum of a high school diploma or equivalent required; associate's degree business, finance, or related field preferred.
• Minimum of one year of experience in banking, call center, or client-facing roles required.

Key Competencies:

• Requisite - Requires intermediate expertise, supported by intermediate experience or technical training.
• Authority - Operates within a well-defined framework, with decisions and actions guided by supervisory oversight and established protocols.
• Analytical - Requires analyzing and categorizing information, requiring sufficient judgment to conduct routine assessments and make appropriate decisions.
• Supervision - Operates in an independent capacity, focusing on executing assigned tasks without direct supervisory responsibilities. While collaboration with colleagues and departments is essential, the position does not involve overseeing staff or managing personnel.
• Interpersonal Relations/Customer Service - Requires well-developed communication and relationship-building to engage with clients, coworkers, and the public.
• Ethics/Integrity - Possesses a comprehensive understanding of industry best practices, professional behaviors, and the applicable laws, rules, and regulations that govern ethical business conduct. Consistently upholds the highest standards of integrity, demonstrating unwavering commitment to fairness, compliance, and respect in all interactions. Fosters a workplace culture rooted in professionalism, accountability, and ethical decision-making.
• Adaptability - Knowledge of successful approaches, tools, and techniques to seamlessly transition processes, optimize workflows, and foster resilience in evolving environments.
• Productivity - Manages workload effectively, ensuring tasks are prioritized and executed with efficiency. Maintains a purposeful approach, consistently meeting goals and objectives while optimizing resources and time management.
• Quality - Identifies opportunities for improvement and delivers high-quality outcomes within established deadlines.

Knowledge and Performance Expectations:

• Strong interpersonal, communication, and critical thinking skills.
• Proficient in technology and Microsoft Office Suite.
• Attention to detail.
• Working knowledge of debit card, ACH, and electronic funds transfer dispute claim processes, including client intake, documentation standards, escalation protocols, and regulatory response timelines.
• Ability to communicate clearly and empathetically with clients regarding sensitive fraud or dispute matters while following approved scripts, notices, and procedures.
• Ability to recognize when a claim may involve Regulation E, NACHA rules, fraud review, or other compliance-related requirements and escalate appropriately
• Comfort with working in a dynamic environment where priorities can shift quickly.
• Ability to work both independently and collaboratively with colleagues across various departments maintaining a professional demeanor.
• Efficiently perform the essential duties and responsibilities of the position.
• Consistently attend work, meetings, and required training or staff events.

Work Environment and Physical Demands:

The work environment is typically a professional office setting within a financial institution, which may include branch locations, administrative offices, and client-facing areas. Employees are expected to maintain a high level of professionalism and confidentiality in accordance with banking regulations and company policies. Work is generally performed indoors in a climate-controlled environment with standard office equipment such as computers, telephones, printers, and copiers.

Physical demands of the position may include, but are not limited to:

• Prolonged periods of sitting or standing at a workstation or services counter.
• Manual dexterity and fine motor skills for operating computers, handling documents, and using standard office equipment.
• Routine walking within the office or branch to attend meetings, assist clients, or perform job-related tasks.
• Visual acuity to read printed materials, review electronic documents, and perform detailed work.
• Auditory ability to regularly communicate effectively in person and over the phone.
• Sustained concentration and attention to detail are critical for performing analytical tasks and ensuring accuracy.
• Occasional physical movements such as standing, reaching, bending, and twisting may be necessary.
• Light lifting, up to 10 pounds, may be required to transport files, office supplies, or small equipment.

Accommodation:

The work environment and physical demands described provide a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Work Schedule and Availability:

The Bank maintains a standard 40-hour work week to ensure operational consistency and employee engagement. While some schedule flexibility is required based on location assignments, availability during core business hours (8:00 a.m. to 5:00 p.m.) is essential for supporting key functions. Position requires rotating Saturday schedules. Must be able to work a flexible schedule with extended hours to accommodate extended operating hours.

Travel Requirements:

Periodic travel is required to other branch locations or offsite venues for training, meetings, or operational support. Travel is typically planned.

EEO Statement:

Community Bank is an equal employment opportunity employer.