Client Service Specialist
Centier Bank - Merrillville, IN
posted 7 months ago
About the position
The Client Service Specialist position at Centier Bank is designed for individuals who are passionate about providing exceptional customer service and are committed to fostering strong client relationships. This role is pivotal in ensuring that clients receive a world-class experience through various communication channels, including phone calls, emails, and chats. The specialist will be responsible for handling incoming and outgoing communications, addressing client inquiries, and resolving issues efficiently. The position requires a strong understanding of the bank's products and services, as well as the ability to educate clients on financial options that best suit their needs. In this role, the Client Service Specialist will engage with clients to establish rapport and identify their needs, recommending appropriate solutions and handling objections effectively. The specialist will also perform basic transactions, such as account inquiries and opening new accounts, while maintaining a well-developed knowledge of the bank's offerings. Additionally, the position involves logging client interactions, following up with potential clients, and collaborating with other departments to ensure seamless service delivery. The ideal candidate will possess strong computer skills, particularly in MS Office, and have a consultative approach to customer service. They should be flexible, organized, and capable of multitasking in a fast-paced environment. The role requires availability to work evenings and weekends, aligning with the operating hours of the Client Service Center. Overall, the Client Service Specialist is a key player in enhancing client satisfaction and contributing to the bank's success through exceptional service delivery.
Responsibilities
- Provide superior customer service on incoming and outgoing phone calls throughout the shift.
- Establish rapport with clients, display a caring attitude, identify their needs, recommend and explain solutions, handle objections and ask for their business.
- Identify and act on opportunities to refer clients to specialists in other lines of business.
- Perform basic transactions such as balance and account inquiries, and open checking accounts, savings accounts, CDs, IRAs, and HSAs.
- Accept all incoming phone calls, chats, and emails related to obtaining an installment loan as well as all other inquiries routed through our ACD or transferred to the Client Service Center.
- Obtain registration with the National Mortgage Licensing System.
- Handle and resolve client problems and complaints in a quick and efficient manner either on own or with the assistance of management.
- Respond to emails and voice mails in accordance with our essentials of excellence.
- Log all client interactions through the use of the Connections software.
- Order checking, Health Savings account, and line of credit checks for current and new clients.
- Act as liaison between call center and other departments.
- Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
- Engage in personal development activities such as online learning and internal/external training to assist in career growth.
- Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information.
- Follow up with potential clients through the use of Connections & outbound calls.
- Maintain files for pending and completed projects.
- Turn in reports to Manager on a weekly and monthly basis.
- Attend weekly coaching sessions with Team Leader.
Requirements
- High school diploma or equivalent.
- Banking experience required.
- 2-3 years' customer service experience.
- Strong computer skills - basic working knowledge of MS Office (Word, Excel).
- Ability to work through client problems by listening, thinking through all options, and responding appropriately.
- Consultative skills to identify a client's financial needs.
- Strong organizational skills.
- Superior interpersonal and communication skills.
- Flexible, team player, self-starter.
- Ability to multi-task and toggle between programs.
- Data entry and typing skills and retrieval of information into a computer, sorting documents, and following logical instructions and systems.
Benefits
- Access to Marathon Health Clinics providing FREE visits & prescriptions.
- Generous Paid Time Off benefit.
- Tuition Reimbursement.
- 401K match.
- Associate Stock Ownership Plan.
- Daycare Reimbursement.
- FREE Onsite Fitness Center/Fitness Reimbursements.
- Health and Wellness Programs.
- Career Growth opportunities.
- Work/Life Balance.
