Client Support Specialist III

Essential Duties And Responsibilities

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Answers phone calls and emails from customers in a professional and courteous manner.
• Identify customers’ needs quickly and take appropriate action to ensure those needs are met.
• Perform research and work cross functionally to escalate and resolve problems.
• Resolves technical customer issues in an effective and expedient manner.
• Create and maintain case documentation in a CRM portal to record customer incidents, including a complete description of the problem, what actions have been taken, customer impact and resolution.
• Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operations excellence.
• Identifies and relays service solutions and efficiencies with proven results.
• Understands Commercial Banking and Treasury products and processes and is able to provide assistance troubleshooting various products.
• Provide, present, and promote the Citizens Experience to all external and internal customers.

Qualifications

• High School diploma or GED; a minimum of three years working experience and/or training in treasury product services (including ACH, Wire, Positive Pay, Remote Deposit Capture, and Cash Vault); or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
• Ability to apply concepts of basic algebra and geometry, and interpret bar graphs.
• Proficient in MS Office (Excel, PowerPoint, Word).

Reasoning Abilities

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Regularly required to talk or hear.
• Frequently required to stand; walk; sit; and use hands and fingers to handle or feel.
• Occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl.
• Regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms.
• Occasionally lift and/or move up to ten (10) pounds.

Work Environment

• Moderate.

Salary Range

• $20.00 To $26.25 Hourly

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.