HOA Client Services Specialist

About the role

The Client Service Specialist plays a key role in client satisfaction and client retention by supporting a multi-billion dollar client base consisting of HOA Property Management companies. These Property Management companies seek support with payment/depository research, copies of statements, and website navigation of the HOA Platform.

Responsibilities

• Provide phone support to clients via inbound calls
• Exercise independent judgement and discretion on matters of significance to both the client and the bank
• Interpret and implement bank policies and procedures while balancing client needs
• Possess strong understanding of HOA Client Service and Bank's policy & procedures
• Show strong discernment and be risk adverse when processing client monetary requests
• Complete client requests in a timely manner governed by service level agreements
• Process monetary transactions for customer accounts
• Process account maintenance/updates & corrections on IBSS
• Show strong knowledge of the Bank's services and products for client support
• Provide research assistance and information to customers
• Resolve customer disputes by using independent judgment and knowledge of bank policies and procedures
• Have overwhelming curiosity about understanding the mechanics of HOA business and exploring solutions for clients
• Show relentless follow-up and prioritization skills
• Communicate research findings to clients on remittance or depository items with great communication skills
• Handle tight deadlines on requests, especially fraud intake requests
• Follow all established policies and procedures
• Perform other duties and projects as assigned

Requirements

• 3-5 years' work experience in Financial Institutions
• 1-2 years' work experience in Customer Service preferred
• 1-2 years' work experience in Call Center preferred
• 2-3 years' work experience in Banking Branch preferred
• High School or equivalent Associate’s degree preferred
• HOA Banking experience preferred
• Extremely knowledgeable on banking processes, chargebacks and returns preferred
• Able to complete work daily under tight deadlines
• Branch teller skills
• Great multi-tasker
• Ability to communicate appropriately and effectively with all members of the organization
• Highly self-motivated and able to work independently
• Proven analytical, evaluative, and problem-solving abilities
• Ability to handle multiple projects and work in a collaborative setting
• Amazing interpersonal skills and team player
• Excellent written and verbal communication skills
• Strong proficiency with MS Office suite required (MS Word, Excel and PowerPoint)

Qualifications

• High School diploma or equivalent required

Skills

• Financial Institutions experience
• Customer Service experience
• Call Center experience
• Banking Branch experience
• HOA Banking experience
• Banking processes, chargebacks and returns knowledge
• Branch teller skills
• Multi-tasking ability
• Communication skills
• MS Office Suite proficiency

Benefits

• 401k Plan with company match and immediate vesting
• Comprehensive insurance options including medical, dental, vision, AD&D, supplemental life, long-term disability, pre-tax Health Savings Account with employer contributions, and pre-tax Flexible Spending Account (FSA)
• Adoption, surrogacy, and fertility assistance as well as paid parental leave and family support solutions including care options for your family
• Paid vacation days, holidays, and volunteer time off
• Tuition reimbursement, an annual mentorship program, leadership development resources, access to LinkedIn Learning, and more

Pay

The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors.

Schedule

N/A