Client Service Specialist

About the role

The Client Service Specialist works with the entire team to coordinate all client service activities with a focus on delivering the ultimate client experience. This position performs both teller functions and client service functions. All team members are critical in building client advocacy and ensuring continued profitability of the banking center through organic growth and referral opportunities by setting and maintaining high service standards, creating positive client experiences, and fostering a culture of teamwork and collaboration.

Responsibilities

• Assist customers with routine account-related requests such as: funds transfer, automatic transfers, stop payments, deposits, service charges, ATM and debit card usages, checking & savings transactions, and funds availability.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Research customer questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of all necessary documents and affidavits.
• Cross-sell bank products and services based on customer needs, in accordance with the bank’s program standards.
• Perform teller functions as needed, including:
  • Auditing and reconciling cash drawers, including ATM and vault.
  • Counting and packaging currency.
  • Verifying information on ATM/Debit card applications against the customer database and sending exceptions to the BSA Officer.
  • Escorting appropriate bank personnel into the vault and maintaining dual control for safekeeping access.
  • Maintaining the bank’s files for currency transaction reports and customer safekeeping receipts.
• Assist customers with internet and online banking issues.
• Assist Bank Officers when needed.
• Complete BSA (Bank Secrecy Act) requirements, including:
  • Reading the BSA/AML Program (policy).
  • Filing Currency Transaction Reports.
  • Reporting suspicious activity to the BSA Officer.
  • Completing all BSA/AML/OFAC-related online courses.
  • Following BSA/AML/OFAC policies and procedures.
• Other duties as assigned.

Qualifications

• Minimum Education: High School diploma or equivalent.
• Minimum Experience: 1+ years of teller and client service experience.
• Preferred Experience: 3+ years of banking experience.

Skills

• Ability to actively engage in conversations with clients and customers.
• Ability to present oneself as well as the company in a professional manner.
• Excellent cash handling skills.
• Knowledge of all deposit, small business, and consumer loan products.
• Excellent verbal and written communication skills.
• Thorough knowledge of industry and regulatory compliance practices.
• Proficient in the use of a personal computer, business software, and banking software.
• Ability to complete tasks with accuracy.
• Ability to multitask, prioritize, and manage time effectively.