Client Contact Center Specialist

About the role

The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and internal branch staff over the telephone and/or email. When responding to incoming phone calls and emails, the Specialist must adhere to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, and fulfill service 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.

Responsibilities

• Handle incoming phone calls and resolve client inquiries and offer products and services to help clients achieve their financial goals.
• Maintain 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 Advisors 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.
• Go above and beyond to provide the "Six Diamond" experience in every interaction.
• Ensure that all interactions with clients and staff are handled professionally, accurately, with high quality and performance standards and integrity.
• Resolve client issues by offering solutions, corrections, or adjustments; and follow 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 clients' general questions through Chat.
• Enroll clients in online banking and password reset.
• Order checks and debit cards.
• Process temporary and permanent increases on mobile and debit cards.
• Provide support to branch staff with online banking.
• Assist clients with mortgage loan related requests as needed.
• Assist Commercial Loan clients with general inquiries.
• Meet quarterly sales goals.
• Perform other job-related duties as assigned.

Qualifications

• Associate degree in business related field or equivalent work experience.
• 2 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls.
• Telemarketing experience required.
• Banking experience in retail sales required.
• Must be familiar with a variety of the field's concepts, practices, and procedures.
• Excellent customer service and communication skills, including professional phone skills.
• Ability to multitask and use multiple applications at once.
• Ability to work independently and handle multiple tasks simultaneously.
• Effective problem-solving skills.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to use initiative and independent judgment in non-routine matters.
• Ability to work in a fast-paced deadline driven environment.
• Strong analytical skills with high attention to detail and accuracy.
• Uses effective problem-solving skills to resolve client issues.
• Punctuality and reliability are required.
• Self-motivated attitude to assist and troubleshoot technical issues for clients with a positive "can-do" attitude.
• Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays.