Client Services Specialist

Summary:

• Location: Riverside for training and the job
• Hours: Monday - Friday 9:30am - 5:30pm, hours subject to change due to business needs

Responsibilities:

• Meet and exceed department service and quality standards while maintaining consistent communication with external customers and colleagues.
• Perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues.
• Support the implementation of solutions to improve service level, decrease operational effort, and enhance the overall company experience.
• Serve cash management, ACH, and commercial card customers via requests received by telephone, chat, or email.
• Research and train clients on all products offered.
• Independently service both internal and external customers on a wide variety of commercial card, ACH, and cash management products, services, and technical issues through all incoming channels.
• Diagnose, prioritize, resolve, and/or escalate all technical, system, or procedural issues.
• Partner with various operational support staff in the reconciliation of client problems while attempting to limit future occurrences.
• Proactively advise management of impending problems or obstacles to meeting service standards.

Requirements:

• Excellent verbal/written communication, time management, multitasking, and interpersonal skills.
• Goal-driven with a desire to achieve productivity goals, including meeting day-to-day business needs.
• Advanced problem-solving skills and the ability to negotiate through difficult situations.
• Minimum 5 years of customer service and call center experience; banking experience preferred.
• Excellent phone communication and listening skills.
• Ability to prioritize and manage daily workload.
• Ability to multitask and work independently in a fast-paced work environment.
• Computer proficiency and acumen.
• Self-motivated attitude with a desire to succeed.
• Analytical skills and the ability to recognize trends, exercise considerable independent judgment, and pay attention to detail.

Preferred Skills:

• High School (GED Equivalent), Bachelor’s Degree preferred.