Religious Client Services Spclst

About the role

The Religious Client Services Specialist (RCSS) sets the tone of service within the Religious Client Services branch. The role involves a wide range of services including account servicing and maintenance, resolving complex customer concerns, and completing customer research at all levels of complexity. The RCSS coordinates with the Religious Client Services Manager to facilitate requests, research account issues, and follow up with clients. The position also assists in resolving differences, processing and reconciling proof work, reviewing operational reports, and providing training to ensure staff adherence to bank policies and procedures.

Responsibilities

• Address and resolve client concerns to maintain valued customer relationships.
• Open new accounts and perform maintenance in compliance with established policies and procedures.
• Collect and review account documentation, ensuring proper completion.
• Explain bank procedures and requirements, prioritize work to maximize customer service, and handle frequent interruptions using strong problem-solving skills.
• Support the Operations Manager in preparing, verifying accuracy, and ensuring timely transmittal of all required reports.
• Assist clients with inquiries and issues while complying with Bank regulations and policies.
• Maintain internal controls to protect the Bank for processing wire transfers, legal processes, rejected debits, large items, overdrafts, issuance of official checks, stop payment orders, return or chargeback items, holds and warnings, hold notices, and currency transaction reports.
• Resolve all levels of complex customer concerns independently.
• Make sound decisions when approving transactions, fee waivers, and reversals.
• Demonstrate strong decision-making skills within the scope of authority.
• Work closely with management to identify effective solutions to recurring problems or concerns.
• Comply with federal and state internal regulations.
• Answer calls and perform file maintenance (non-essential duties).

Requirements

• High School Diploma or equivalent required.
• Preferred: 2+ years of New Account and Operational Experience.
• Ability to travel to client locations as needed.
• Some weekend and after-hours work may be required.

Knowledge

• Regulation CC
• Regulation DD
• Regulation D
• Regulation E (EFT)
• Bank Secrecy Act
• Bank Protection Act (Security)
• Regulation BB (CRA)
• Basic knowledge of Regulation B (ECOA)
• Fair Credit Reporting Act
• New Account Procedures
• Products & Services
• FDIC Insurance
• Privacy Laws
• Compliance with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering, OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security, and privacy requirements.
• Elevate suspicious activity to supervisory staff and/or BSA department.
• Complete compliance and other technical training workshops as assigned.

Skills

• Clear understanding of the English Language (spoken and written).
• Proficiency in Microsoft Office Products (Word & Excel).
• Basic Mathematics Skills.
• Excellent Customer Service Skills.
• Excellent Telephone Skills.
• Critical Thinking, Judgment, and Problem-Solving Skills.
• Ability to actively listen and learn.
• Ability to respectfully communicate with supervisors and co-workers.
• Ability and desire to foster and interact in a team environment, contributing to team efforts.
• Ability to effectively deal with unpleasant, angry, or discourteous people.

Equipment Operated

• Telephones/Cell phone
• Desktop and/or Laptop Computers and associated software programs
• Standard Office Equipment (copiers, fax machines)
• Scanners

Physical Requirements & Work Environment

• Requires repetitive movement.
• Requires sitting for prolonged periods of time.
• Requires lifting up to 25 lbs.
• Requires using hands to handle, control, or feel objects.
• Office setting with controlled temperature.