Senior Client Care Specialist (Float Teller)

About the role

As a Client Care Specialist, you'll display a high level of client service, provide a professional, prompt, and accurate banking experience, and exemplify the department’s “sales, service, and operations” philosophy. You'll perform complex transactions and service requests in accordance with established policies and procedures, assess and respond to inquiries from both clients and internal and external business partners.

You'll work on a team in a fast-paced environment that requires multitasking with accuracy, toggling between multiple systems, and engaging clients while responding to questions and/or communicating resolutions efficiently and effectively. As a key member of the team, you may be asked to proactively contact clients, review reporting, or perform other operational processes or controls.

One of your key responsibilities is to set client expectations, recommend appropriate products and services, and mitigate risk by thoroughly researching and documenting client requests and escalating issues when appropriate. You'll exhibit excellent problem-solving, functional communication, and technical skills, along with a drive for exceptional client service.

Responsibilities

• Accurately and efficiently process transactions, respond to client inquiries or requests with resourceful and effective client-centric communication, and assist in researching and resolving inquiries with professionalism, precision, and care.
• Accept ownership of issues through resolution of all client inquiries either in-person or by using telephone, email, and written correspondence, including any additional follow-up.
• Understand and respond to clients based on the urgency around time-critical situations and escalate issues to engage the appropriate internal resources in a timely manner when necessary.
• Meet or exceed service level standards including customer service, turn-around time, cross-selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency.
• Adhere to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions.
• Provide support from general navigation to in-depth technical interfaces.

Requirements

• 2+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service, or a similar field.
• High school diploma required.
• Entry-level to intermediate knowledge of general banking, loans, treasury management, and other commercial banking products and services.
• Entry-level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
• Entry-level to intermediate experience working in a call center or cash handling preferred.
• Advanced speaking and writing communication skills.

Benefits

• Competitive salaries and an ownership stake in the company.
• Medical and dental insurance.
• Time off and a great 401k matching program.
• Tuition assistance program.
• Employee volunteer program and wellness program.
• Opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances.

Pay

Hourly range for new hires is generally $24.00 - $30.00 for Reno, NV. Salary amount is determined by specific job location. The role may also be eligible for annual bonus/incentives.