Client Service Center Associate - Banking

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. This role involves educating, troubleshooting, and addressing issues, providing support, and offering information to callers. They serve as a single point of contact where clients receive support on various Alerus products and services.

Responsibilities

• 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 achieving departmental goals.
• Meet performance standards such as quality assurance scores, productivity, and attendance. Proactively notify manager if standards will not be met.

Requirements

• 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.

Qualifications

• High school diploma or equivalent.
• Basic computer literacy.
• Knowledge of financial services and internal systems and software (AS400, Q2, Architect and Salesforce).

Skills

• Customer service skills.
• Technical proficiency with Alerus websites, mobile apps, and voice response systems.
• Strong organizational and multitasking abilities.
• Ability to learn and apply new systems and processes quickly.

Benefits

• Comprehensive benefits package 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.

Pay

Base pay range: $21.00 - $22.00 per hour.

Schedule

Full-time position.