PCB Client Support Specialist II - RJ Bank

Responsibilities

• Review, evaluate, and approve financial transactions in accordance with organizational policies, regulatory requirements, and delegated authority.
• Exercise sound judgment to identify, assess, and escalate complex or high-risk transactions when appropriate.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• Interview the customer, using a simple standard sales script, to clarify the customer's requirements.
• Make calls (by telephone or in person) to allocated potential customers to establish contact and build rapport.
• Absolutely ensure that basic customer details held in the system are accurate, and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.
• Carry out standard customer service activities and handle simple customer inquiries.
• Receive visitors and assist with various requests for information, referring more complex matters to colleagues.
• Absolutely assess compliance with established standards and protocols for parts of routine inquiries.
• Use standard office software to carry out basic formatting of letters, memoranda, and routine reports.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Qualifications

• Communicates clearly and effectively to express ideas, request actions, and support planning and decision-making.
• Builds trust and develops strong relationships with customers and key stakeholders through positive, value-driven interactions.
• Delivers exceptional customer service by ensuring customers feel understood, appreciated, and confident in the organization's support.
• Effectively manages service conversations using a structured approach (open, learn, respond, and close).
• Navigates difficult customer conversations with professionalism, empathy, and a focus on resolution.
• Develops and executes action plans based on business requirements and recommendations.
• Interprets, applies, and monitors policies and procedures to ensure alignment with organizational objectives.
• Effectively utilizes customer relationship management (CRM) and other customer management systems to support business activities.
• Absolutely assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.

Skills

• Communicates clearly and effectively to express ideas, request actions, and support planning and decision-making.
• Builds trust and develops strong relationships with customers and key stakeholders through positive, value-driven interactions.
• Delivers exceptional customer service by ensuring customers feel understood, appreciated, and confident in the organization's support.
• Effectively manages service conversations using a structured approach (open, learn, respond, and close).
• Navigates difficult customer conversations with professionalism, empathy, and a focus on resolution.
• Develops and executes action plans based on business requirements and recommendations.
• Interprets, applies, and monitors policies and procedures to ensure alignment with organizational objectives.
• Effectively utilizes customer relationship management (CRM) and other customer management systems to support business activities.
• Absolutely assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.

Benefits

• This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.

Pay

• The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

Schedule

• Workstyle Hybrid