Client Services Specialist (Full-time), Client Services

JOB SUMMARY

Answers and responds professionally/promptly to calls from customers regarding products, services and problems. Assists customers with account inquiries, various banking needs and cross sells appropriately.

EDUCATION/EXPERIENCE REQUIRED

• High School diploma or GED
• One+ year customer service experience
• Must have one of the following:
• One+ year banking experience - preferably as a Teller, CSR or Personal Banker
• Six+ months’ retail experience with Central Bank & Trust

QUALIFICATIONS/SKILLS REQUIRED

• Strong desire to assist customers by telephone in a call center environment
• Ability to address both problem-solving and informational calls
• Excellent verbal and written communication skills
• High level of computer literacy including ability to communicate with clients regarding different technological devices
• Strong analytical and problem-solving skills
• Strong product knowledge and cross-selling abilities preferred
• Pleasant speaking voice and good telephone etiquette
• Able to function effectively in a stressful and ever-changing environment while maintaining a positive attitude
• Commitment to customer service
• Able to multitask

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Processes all inquiries from customers by thoroughly researching each situation, makes recommendations about the solution and relays the correct information to the customer or forwards to the appropriate person and/or department.
• Processes maintenance changes, including but not limited to address changes, stop payments, close accounts, etc.
• Assist clients with consumer loans and standard mortgage loan inquiries as well as payoffs.
• Recognizes prospects and sells Central Bank products and services to customers utilizing EnAct.
• Handles formal complaints through the Bank’s complaint system.
• Assist in the identification and correction of bank errors through necessary refunds, correspondence, or relay of information to the customers.
• Answers all correspondence related to customer service or forwards correspondence to the proper department in a timely manner.
• Shares customer comments on a daily, weekly, and monthly basis with management and looks for areas to recommend changes to ensure products and services continue to improve.
• Assists with VRU (Voice Response Unit) resets.
• Assists with CentralNET and mobile banking resets and other inquiries.
• Assists clients with debit card inquiries, reorders, disputes, temporary limit increases, declines, travel notes, etc.
• Assists clients with credit card inquiries utilizing the credit card system.
• Remains up to date on procedures.
• Must score at least 85% on Product Knowledge test annually.
• Assists clients with reorder of checks through Ping One/Deluxe.
• Assists clients with online loan payments utilizing Bill Matrix.
• Participates in projects conducted by the Client Services Department.
• Assists other departments with the implementation of new products and/or services by pretesting, providing pertinent information, etc.
• Performs other duties as assigned.

BENEFITS

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Holidays
• Employee Stock Ownership Plan
• 401k Plan
• Flexible Benefit Plan
• Voluntary Life Insurance
• AD&D Insurance
• Discounted Banking Services
• EAP (Free counseling sessions)
• Discounted AAA Membership
• Fitness Discounts
• Vacation Purchase Plan
• Interest-Free Computer Loan
• Interest-Free Fitness Equipment Loan
• Service Awards
• Attendance Awards
• Funeral Leave
• Subsidized Parking (Downtown)
• Sick Leave