Client Service Specialist

About the role

The Client Service Specialist is a customer-focused role at Park State Bank, dedicated to the success of the bank through exceptional and personalized service to clients.

Responsibilities

• Provide high-touch client service, anticipating and proactively addressing client needs with tailored solutions and recommendations.
• Engage with clients to understand their financial needs and goals, providing personalized solutions and recommendations.
• Demonstrate a genuine passion for providing exceptional customer service and ensuring client satisfaction.
• Assist clients with account openings, closures, updates, and general inquiries, ensuring accuracy and compliance with bank policies.
• Maintain a deep understanding of the bank's products and services to educate customers and recommend appropriate solutions.
• Handle client transactions, including deposits, withdrawals, and fund transfers, accurately and efficiently.
• Offer basic financial advice, such as budgeting tips and savings strategies, to help clients achieve their financial objectives.
• Identify and promote bank products and services to meet client needs.
• Ensure strict adherence to all banking regulations, policies, and procedures in every client interaction.
• Build and maintain strong client relationships, addressing inquiries and concerns with professionalism and care.
• Adapt to changing priorities and work effectively in a fast-paced retail environment.
• Maintain accurate records of client interactions, transactions, and account updates.
• Uphold a high standard of service quality, contributing to the overall success of the bank's client service initiatives.

Secondary responsibilities and accountabilities

• Other duties as may be assigned.

Performance measures

• Balances efficiently and accurately
• Maintains confidentiality of client account information
• Follows established policies and procedures in responding to inquiries and requests
• Participates in bank training
• Complies with all regulations related to job duties
• Effectiveness of communications and development of good working relationships with co-workers and clients

Working conditions

• Handle stressful situations and function in a very fast-paced environment while remaining calm and precise.
• Excellent interpersonal and organizational skills, enjoys working with the public, and communicates clearly and concisely.
• Willingness to travel to other branches within the region on a weekly basis, requires a valid driver’s license and reliable transportation.
• May have to work longer hours than scheduled.
• Maintain deadlines, multi-task, and adjust priorities as necessary.
• Strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the bank’s vendors.
• Self-starter who challenges existing processes and identifies and implements efficiencies and cost-saving solutions.
• Access to and knowledge of all employees’ accounts, customer information, and the bank’s finances, ensuring information is kept confidential.

Qualifications

• Education or certifications related to customer service or retail management is a plus. Previous experience in a customer service or retail banking role is preferred.
• Strong interpersonal and communication skills, both verbal and written.
• Proficiency in using retail software systems, point-of-sale (POS) terminals, and other relevant technology platforms commonly used in retail environments.
• Knowledge of banking products, services, and regulatory compliance.
• Ability to work effectively in a team and independently.
• Efficiently able to multi-task along with excellent problem-solving skills and attention to detail.
• Maintain utmost confidentiality of Clients' information at all times.

Other skills and abilities

• Strong communication skills along with the ability to effectively communicate with others.
• Client service focused.
• Resourceful, well organized, and ability to multitask in a fast-paced environment.
• Effective decision-making skills.
• Strong attention to detail.
• High school diploma or equivalent.
• 1-2 years working in a customer-facing capacity, specifically in banking (preferred), retail, or hospitality.