Platinum Services Specialist

About the role

The Platinum Services Specialist serves as the liaison between Private Banking, Diamond clients, and Fremont Bank to ensure unparalleled service to foster lifetime partnerships, provide innovative solutions and exceed client expectations for world class client experience. The role focuses on high-touch clients, building and maintaining personal and business relationships to ensure our clients' banking needs are met.

Responsibilities

• Responsible for incoming calls support, answering emails and interacting with clients through chats, and video conference within established department standards.
• Aid clients with ACH, Remote Deposit Capture, Wire, Positive Pay, and Online Banking.
• Assist clients with temporary and permanent increases for ACH, External transfer, Zelle, Remote Deposit Capture, and Wires.
• Open new accounts.
• Onboard new Treasury Management Services and provide trouble shooting post boarding.
• Handle internal and external inquiries and research requests.
• Process client transactions including deposits, internal transfers, non-post, RDI, stop payments, and wires transfers.
• Daily client contact - overdraft report, ACH, Positive Pay exceptions, checks verification, wire verification, and return deposited items.
• Verify Deposit/Credit rating requests.
• Offer additional Bank products and services to maximize banking relationships.
• Assigned daily and monthly tasks and duties.
• Ensure compliance with Bank and Department standards (GLBA, BSA, and Security protocol).
• Manage account maintenance, change of address, and process commercial loan payments.
• Prepare and process account change requests.
• Perform Monthly Reconciliation, Account Certifications, Client Report Management, and CDARS.
• Client site travel as required to open new accounts, collect signatures, and onsite trouble shooting remote deposit capture functionalities.
• Adhere to established Department standards and guidelines to ensure all policies and procedures are being followed.
• Identify and resolve client issues through a single point of contact.
• Act as a liaison between the client and bank operations, Private Banking Officers, Client Contact Center, and Branches to ensure the delivery of quality services and meet clients’ needs.
• Maintain clients' portfolios and offer products and services to meet clients' banking needs while acquiring deposit growth.
• Train clients in new Treasury Management Services to ensure optimal delivery and meet implementation needs.
• Review, monitor, and detect fraudulent activities from email requests to mitigate risk and loss exposures.
• Execute Know Your Customer and due diligence policies to detect and prevent fraudulent activity and financial loss to the bank.

Qualifications & Skills

• A minimum of 2 to 4 years of banking experience along with knowledge of consumer, business and treasury management products and services.
• General computer skills, experience in utilizing Windows operating systems, and proficiency in Microsoft Office applications.
• Ability to manage escalations, treasury management services, wires transfers and deposits.
• Ability to recommend and open new accounts.
• Ability to navigate multiple computer systems and applications.
• Ability to work in a fast-paced deadline driven environment.
• Strong analytical skills with high attention to details and accuracy.
• Experience solving customer problems and working with high-touch customers.
• Strong time management and organizational skills required.
• Excellent verbal, written, interpersonal communication skills.
• Effective organizational, multi-tasking, and prioritizing skills.
• Energetic, adaptive learner, positive attitude, willing to work as a collaborator in a team environment.
• Proven ability to create collaborative partnerships with internal and external business partners.
• Flexibility to adjust work schedules to accommodate business needs; strong organizational skills and ability to coordinate multiple tasks.
• Open to working flexible hours, including evenings, weekends, and holidays.