Internet Client Services Specialist

About the role

Come join Beal Bank USA’s growing and thriving online retail operations team! Internet Client Services Specialists are responsible for providing exceptional frontline service and support to Beal Bank’s current and prospective consumer and business customers within an online environment. In this essential role, you will ensure all bank policies, procedures and regulatory compliance are adhered to on a daily basis through effective communications, strong production knowledge and a friendly, responsive approach. Internet Client Services Specialists will also support retail banking leadership in the management of day-to-day matters and with various operational functions. In this role, you will utilize sound, independent judgment under minimum supervision. This is an on-site (non-remote) position based at our Plano, TX headquarters location.

Responsibilities

• Answer incoming phone calls, addressing customer needs, questions and concerns while escalating any problems, challenges or disputes to appropriate internal resources for resolution as appropriate
• Process a variety of customer transactions accurately and efficiently in accordance with bank policies and regulations, including the opening, servicing and closing of all account products offered by the bank (CDs, Money Market, Statement Savings and Retirement accounts)
• Enhance the customer satisfaction and the reputation of Beal Bank by warmly greeting, engaging and developing good professional relationships with customers
• Conduct select teller transactions such as processing deposits and withdrawals, issuing Monetary Instruments, placing stop payments, etc.
• Open and process incoming mail, completing logs, reports, audits and control checks
• Monitor and process daily exception files for ACH and inclearing file
• Perform decisioning for rejected items
• Perform account research where necessary and assist branches, retail management and back-office units when necessary as it relates to item processing or retrieval of items
• Process manual cash letter or force-post items that cannot be sent electronically
• Review large inclearing items and submit items requiring management review for payment
• Perform all requirements for annual escheatment for Beal Bank USA and affiliates
• Image customer documents and quality control checks of documents
• Practice security protocols and procedures in order to protect customer confidentiality and privacy
• Participate in Community Engagement (CRA) activities to ensure that all required monthly goals are met
• All other duties assigned by Manager

Qualifications

• 2 - 4 years relevant bank experience or customer service experience preferred