Client Care Support Specialist

Essential Functions

• Serve as a primary point of contact for Private Banking and Wealth Management client inquiries via phone, video banking, chat, and other communication channels.
• Answer client calls and respond to requests in a professional manner aligned with the bank’s core values, brand, and reputation.
• Support Private Bankers and Wealth Advisors with client service needs, follow-ups, administrative requests, and meeting preparation.
• Build rapport with clients while reinforcing and supporting relationship management efforts.
• Aid clients with online banking, mobile banking, bill pay, debit card transactions, disputes, and general account inquiries; route requests as appropriate and ensure proper identification and verification.
• Open, maintain, and close client accounts, ensuring accuracy and compliance with bank policies and regulatory requirements.
• Audit and verify account information and documentation for completeness and compliance.
• Identify, research, and resolve client issues using internal systems and resources, ensuring timely follow-up and resolution.
• Handle client concerns and complaints in accordance with bank standards and escalation protocols.
• Identify potential fraud or suspicious activity and follow appropriate procedures.
• Maintain strong working knowledge of deposit, lending, wealth, and fiduciary products and services.
• May assist clients with lending products, including credit cards, unsecured loans, and auto loans.
• Identify cross-selling opportunities to support the growth of the bank.
• Collaborate with team members and internal departments to ensure a seamless and positive client experience.
• Support onboarding of new client relationships through account setup, follow-up, and coordination across departments.
• Aid in internal communication, documentation, and coordination of client requests.
• May provide support to Deposit Operations and other departments, including project assistance and statement processing.
• Follow all bank safety, security, and operational procedures, including opening and closing protocols.
• Prepare and distribute client correspondence and required bank documentation as needed.

Qualifications

• High school diploma or equivalent required.
• 2+ years of banking, client service, or relationship support experience preferred.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong communication, problem-solving, and interpersonal skills.
• High level of attention to detail.