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. They educate, troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries. A single point of contact where clients receive support on products offered with Alerus.

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.
• 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 clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
• 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 achievement of 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
• Prioritize and adapt to a fast-paced, changing environment centered around technology

Qualifications

• High school diploma or equivalent
• Basic computer skills
• Strong problem-solving and decision-making abilities
• Ability to work independently and as part of a team

Skills

• Excellent written/oral communication and organization skills
• Ability to prioritize and to be self-motivated
• Independently manage multiple concurrent tasks and meet deadlines
• Prioritize and adapt to a fast-paced, changing environment centered around technology

Benefits

Comprehensive benefits package providing a wide range of health and well-being benefits, 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