Solutions Center Specialist

About the role

As a Solutions Specialist I in the Call Center, you will provide outstanding customer support, education, and problem resolution for customers and prospects. Your goal is to enhance the Brentwood Bank brand and customer loyalty by delivering a noticeably superior customer experience during each interaction, while promoting internal consistency and quality across the bank’s service delivery.

Responsibilities

• Create a superior and meaningful customer‑focused experience for each customer or potential customer.
• Be knowledgeable of all bank products and services.
• Have working knowledge of other business functions to effectively route customers to other specialists.
• Take ownership of customer issues and inquiries, aiming to enhance retention and explore additional sales opportunities.
• Research and answer customer inquiries regarding accounts, products, rates, and services.
• Participate in attaining Retail Channel goals by actively promoting Brentwood Bank products and services.
• Achieve sales goals by referring customers to the appropriate Line of Business for an exceptional experience.
• Maintain accurate and detailed logs of customer interactions, referrals, communications, preferences, problems, and information in Contact Management/Customer Contact History.
• Utilize current and future digital platforms to engage customers effectively.
• Efficiently prioritize caseloads to respond and process customer needs in an appropriate time frame.
• Maintain familiarity with laws pertaining to the sale of financial institution products and services.
• Promote internal communications with all bank departments to ensure quality and consistency in service delivery.
• Provide an exceptional omni‑channel experience through phone, ATM+, and other channels.
• Perform other duties as assigned.

Requirements

• High School Diploma required.
• 1‑2 years of customer service experience, preferably in a financial institution.
• Outgoing, friendly personality with a passion for serving customers.
• Demonstrated superior customer service, sales, and communication skills.
• Early adaptor of technology.
• Ability to work independently and efficiently; self‑motivated to provide exceptional customer service.
• Ability to multi‑task many projects and services while maintaining strong attention to detail.
• Excellent organizational and time‑management/prioritization skills.
• Excellent computer skills with a working understanding of web browser and security settings.
• Physical requirements: ability to sit for long periods; must be able to communicate verbally and listen carefully via telephone; very frequent phone communication with clients; occasional bending and lifting from floor height; frequent forward reach; frequent lifting of 1‑10 lbs; occasional lifting of up to 50 lbs; frequent use of hands to manipulate/grasp objects; ability to see and read fine print.
• Flexibility to work all shifts, including evenings and Saturday coverage.

Benefits

• Brentwood Bank offers a broad range of benefits to support wellness for individuals and families.
• Commitment to a diverse, equitable, and inclusive culture that empowers employees to contribute unique ideas.
• Strong community relationships, with ongoing time, talent, and financial support to improve local areas.
• Opportunity to work alongside company leaders and industry pioneers committed to continuous innovation.
• Employees feel valued in both professional and personal aspirations.
• Professional development: on‑the‑job training, formal development programs, mentorship, leadership opportunities, and skill‑building at all career levels.