Client Service Consultant II

Major Duties and Responsibilities

• Responds to all incoming digital correspondence and determines if the accountholder requires additional support.
• Processes digital deposit and loan account applications that require review, additional follow-up, or client contact.
• Initiates outbound client calls on behalf of the Contact Center.
• Serves as a Client Service Consultant I as needed.
• Affords assistance and guidance to clients in all aspects of digital banking products, services, and channels.
• Serves as a point of contact for client escalations requiring advanced user support.
• Maintains comprehensive knowledge of all products and services.
• Cross-sells and assists clients using a needs-based approach.
• Assists management with onboarding and training new Client Service Consultants.