Client Support Representative

Lake Ridge Bank • Waunakee, WI

432d

About The Position

The Client Support Representative serves as the initial point of contact for clients, providing exceptional assistance through various communication channels including phone, chat, email, and integrated teller machines. This role is crucial for maintaining client trust and satisfaction by efficiently resolving banking queries and ensuring a high level of service and security.

Requirements

• Associates degree in Business, Accounting, Finance and/or 1-2 years of experience within a financial services work environment.
• Previous client service experience, particularly in a call center or banking environment, is valuable.
• Solid understanding of financial products and services.
• Strong working knowledge of Microsoft Office Suite, proficient typing/keyboarding skills.
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
• Strong attention to detail with excellent follow up skills and the ability to work efficiently, accurately, and independently.
• Willingness to work toward goals and performance standards of the department including the ability to put forth the extra effort necessary to make the department a successful operation.
• Flexibility with hours in order to meet the demands of the department.
• Ability to speak, read, write and understand English well and speak clearly.
• Willingness and ability to participate in community functions where the office is involved.
• Demonstrated ability to represent the organization in a professional, positive manner.

Nice To Haves

• Flexibility in scheduling may be needed on occasion.

Responsibilities

• Handle inbound calls with a focus on high-quality service.
• Provide clear and concise information regarding account inquiries.
• Promote and maintain positive relations with all internal and external contacts, clients and potential clients.
• Ensure that clients understand our products and/or services; provide additional information as necessary.
• Research and assist in problem solving all other client issues/concerns as needed.
• Take ownership of every call whether it requires a call back, extended research, or assistance from other departments.
• Contribute ideas on ways to resolve problems to better serve the client and/or improve productivity and efficiency.
• Update client personal and contact information.
• Manage loan payment processing for both internal and external loans.
• Create new caller records in the database.
• Investigate and resolve fraud cases promptly.
• Distribute statements and tax documents as requested.
• Reset PIN attempts, activate cards, and update card information as needed.
• Implement travel notices and adjust debit card limits for both business and personal accounts.
• Fulfill check orders and update clients' contact and personal information.
• Process financial transactions such as transfers and card payments.
• Process fee refunds when necessary and appropriate.
• Increase mobile deposit limits upon client request.
• Verify cashier's checks and money orders to prevent fraudulent activities.
• Execute stop payment orders when authorized.
• Make account adjustments and mediate disputes.
• Provide support for bill pay services.
• Assist with Zelle enrollment, settings modifications, and limit information.
• Close accounts in accordance with company procedures.
• Accurately and efficiently process transactions at the Interactive Teller Machine (ITM), including cashing checks, withdrawals, deposits, and loan payments.
• Conduct a detailed review of captured image items to ensure the accuracy of transactions.
• Communicate openly and honestly with team members and management.
• Work as part of a team to accomplish office/dept goals.
• Participate in internal/external training as appropriate.
• Participate in community involvement/bank activities as appropriate.
• Perform all other duties as assigned or requested.
• Adhere to all Bank Security/Compliance Regulations.
• Complete all annual bank security and compliance training.
• Adhere to Bank Security/compliance and policy guidelines.
• Always maintain confidentiality of client information.
• Stay current on all compliance regulations, required through training and daily education.

Benefits

• Diverse workforce and Affirmative Action/Equal Opportunity Employer policies.
• Reasonable accommodations for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree