Client Support Specialist

About the role

The Client Support Specialist delivers high-quality service and operational support to consumer and small business clients. This role acts as a primary point of contact for deposit accounts and digital banking services, handling routine inquiries, resolving issues, and guiding clients through banking tools and services. The position emphasizes efficiency, consistency, and a client-first approach while adhering to bank policies, regulatory requirements, and risk management standards. More complex needs are escalated to specialized teams as appropriate.

Work Details

• Schedule: Monday – Friday, standard business hours
• Work Location: Onsite
• Travel: None

What You’ll Do

• Provide exceptional customer service via phone, email, and digital channels, owning client issues through resolution
• Support online banking, mobile banking, account access, password resets, debit card inquiries, and navigation assistance
• Assist with deposit account needs including balances, transaction research, stop payments, and account maintenance
• Research and resolve client issues, documenting activities within case/ticketing systems
• Identify and escalate potential fraud or suspicious activity in accordance with bank procedures
• Collaborate with Operations, Branch staff, and internal teams to resolve issues efficiently
• Educate clients on bank products and services; refer to Relationship Officers or specialized teams when needed
• Maintain knowledge of deposit products, digital tools, and regulatory requirements
• Ensure compliance with bank policies, information security standards, BSA/AML, and privacy requirements

What We’re Looking For (Required)

• High school diploma or equivalent
• 1–3 years of experience in banking operations, deposit support, call center, or customer service
• Strong communication, customer service, and problem-solving skills
• Ability to independently research and resolve routine banking and digital issues
• Proficiency in Microsoft Office and ability to navigate multiple systems
• Strong attention to detail and ability to maintain confidentiality

Nice to Have

• Experience supporting digital banking platforms
• Familiarity with banking regulations and compliance standards
• Prior experience with case management or ticketing systems

The Fine Print

• This job description reflects the general nature of the role and may change as business needs evolve.
• We are an equal opportunity employer.
• Sunwest Bank works with staff members and customers without regard to race, ancestry, national origin, sex, marital status, age, religion, medical condition, handicap, disability or veteran status and to assist the Bank in maintaining its Affirmative Action Program.
• Compliance with Bank Secrecy Act laws and regulations is considered an extremely serious matter, and it is intended that Sunwest Bank, through the purposeful efforts of its employees and officers, are expected to make every resolute attempt to conform to its Bank Secrecy Act Program and Procedures.
• Attend and complete all required classroom, computer-based, web-based and seminar training.
• Each employee is also expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for his/her position.
• Note: The preceding job description has been designed to indicate the general nature and level and work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All job descriptions can be amended without notice as warranted by business necessity.
• This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on Sunwest Bank’s review of criminal conviction history, including pretrial diversions or program entries.