Senior Client Contact Center Specialist

About the role

The Senior Client Contact Center Specialist provides support and assistance to clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email. This position adheres to established policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, and fulfill services requests through a single call resolution.

Responsibilities

• Respond to incoming phone calls and emails, adhering to established policies and procedures.
• Provide coaching and training to new associates within the department.
• Deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship.
• Maintain knowledge of Fremont Bank products and services to effectively promote products and services to meet clients' banking needs.
• Partner with Bankers, Commercial Loan Officers, and Financial Advisors to connect customers to experts who can help them with specialized financial needs.
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to clients.
• Assist mortgage loan related clients as needed.
• Go above and beyond to provide the "Six Diamond" experience in every interaction.
• Handle REG E claims for electronic transaction disputes on behalf of clients and branch staff.
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
• Process customer transactions within established guidelines.
• Identify and make sales referrals, recommend alternate channels, cross-sell bank services and products for Fremont Bank partners, and provide Six Diamond Experience customer service.
• Develop and improve skills through training programs and regular feedback discussions with supervisors.
• Support and participate in all campaigns and make outbound service and sales calls.
• Be the Subject Matter Expert for the department.
• Process stop payments and stop payment releases as requested.
• Submit Travel Advisories and assist with ATM questions from clients.
• Work with the ATM Department to help expedite any issues, questions or concerns.
• Enroll clients in online banking and password reset.
• Order checks and debit cards.
• Process temporary and permanent increases on mobile and debit cards.
• Provide support to branch staff with online banking.
• Assist Commercial Loan clients with general inquiries.
• Perform other job-related duties as assigned.

Requirements

• Associate degree in business related field or equivalent work experience.
• 2-3 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls.
• Telemarketing experience.
• Banking experience in retail banking.
• Extensive experience and judgement to plan and accomplish goals.
• Sense of urgency when dealing with all issues.
• Flexibility with schedule to ensure proper coverage as determined by business needs including weekends and holidays.
• Team player and willing to take on additional responsibilities when necessary.
• Familiarity with a variety of the field's concepts, practices, and procedures.
• Effective written and oral communication skills, including professional phone skills.
• Ability to work independently and handle multiple tasks simultaneously.
• Effective problem-solving skills.
• Ability to organize, prioritize and exercise reasonable judgment to resolve escalated issues.
• Positive and professional attitude while providing excellent customer service and support to customers and co-workers.
• Punctuality and reliability are required.
• Successfully pass the Operation Exam and obtain Signing Authority.
• NMLS Number is required.