Client Services Specialist II

Timberlinebank; Saugeen Shores; On-site; CAD 37,000 - 51,000; Full time

Job summary

Join a forward-thinking company as a Client Services Specialist II, where your skills in customer service and communication will shine. This role offers the opportunity to engage with clients, providing them with the support they need while working in a collaborative team environment. You'll be instrumental in ensuring customer satisfaction through quality service and effective problem resolution. With a commitment to personal and professional growth, this position is perfect for those eager to make a meaningful impact in their community. If you're passionate about helping others and thrive in a dynamic setting, this role is for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401K Plan

Paid Holidays

Paid Time Off

Qualifications

• Proficient in customer service with a focus on quality interactions.
• Strong organizational skills and ability to multitask effectively.

Responsibilities

• Provide exemplary customer service via phone, email, and in-person.
• Assist customers with account maintenance and resolve issues.

Skills

Customer Service

Bilingual (Spanish)

Organizational Skills

Communication Skills

Attention to Detail

Education

High School Diploma or Equivalent

Tools

FreshService

Job description

Job Title: Client Services Specialist II
Department: Client Services
Reports To: Client Services Team Lead
Status: Non-Exempt
Salary: $37,400 - $50,600

Who We Are
At Timberline Bank, our people are our most valuable asset. We seek qualified employees who enjoy people, are innovative, and who are eager to learn. We, in return, provide opportunities for personal advancement and professional growth. The driving force behind our dedication to providing a "Better, Faster, Easier. -Always." experience is the Timberline Team. From the moment you enter the building, we greet you as a person, not an account number-our belief in the value of exceeding customers' high expectations is what makes Timberline Bank a bank here for our community. Our commitment has been and always will be to provide high-quality personalized customer service. With the Timberline personal touch, the level of customer support is unparalleled. We want to support you and your financial well-being, whether through your personal or commercial needs. Each customer contributes to the success of our small business. TO US, IT IS PERSONAL.

What We Value
At Timberline Bank, the core of our culture is in the following values. We believe heavily in fulfilling each one of these to the highest degree. Our culture is the foundation of who we are as a team, and as a business.

1. Exceeding Customers' High Expectations
2. Empowering a Dedicated Team
3. Having Fun While Winning
4. Passionate About our Communities
5. Value Added Resource for our Customers (Trusted Advisor)

Position Summary
The Client Services Specialist II position is a full-time, non-officer position located in Grand Junction. This position, while based out of Grand Junction, will perform duties for the entire Bank. This position will work closely with the Client Services Team Lead and requires strong organizational and memory skills and an ability to work independently and with a team. This position will provide exemplary customer service during their interactions with both customers and other teams within the Bank.

Essential Duties and Responsibilities
Must be proficient and able to perform all essential duties and responsibilities of the Client Services Specialist I. In addition, this position will:

• Must be proficient and able to perform all essential duties and responsibilities of the Client Services Specialist I. In addition, this position will:
• Provide quality customer service promptly and courteously at all times via phone, email, and in-person.
  • Bilingual team members will assist Spanish-speaking customers in person and over the phone by providing translation support during service interactions and may support cross-departmental communication as needed.
• Complete daily inactive and dormant account maintenance and client communication.
• Provide assistance to Bank customers and the New Accounts Team with wires, closing of accounts, account research and address changes.
• Quality control review of all New and revised accounts, document changes required of team-members and ensure accounts are appropriately scanned to Electronic Document Retention
• Daily Deposit file maintenance and Quality control review of holds, closed accounts, stop payments, Fiserv/ NGP Account and name line changes.
• Monitor Exception Reports and work with customers and Team Members to resolve outstanding exceptions.
• Research and Resolve FreshService tickets and maintain accurate records of resolutions and escalations.
• Research/resolve credit/debit card issues.
• Monitor and review credit/debit card reports.
• Order credit/debit cards and other miscellaneous customer supplies
• Process credit card payments.
• Guide customers through setting up and managing online banking accounts and mobile apps.
• Troubleshoot login issues, transaction errors, and digital payment concerns.
• Educate customers on secure banking practices to prevent fraud..
• Provide high-quality assistance to customers via phone, email, and in-person.
• Resolve customer issues related to online banking access, transactions, and troubleshooting errors.
• Review and/or resolve NSFs, chargebacks, stop pays, non-posted transactions, return items, adjustments etc.
• Account and credit card charge-offs.
• Follow established audit, security and compliance guidelines and Bank policies and procedures.
• Ensure compliance with federal and state regulations as well as internal policies.
• Perform job functions in compliance with all company policies, federal and state rules and regulations as applicable to the position.
• Duties may be expanded on as experience and professional goals are achieved.

Required Knowledge and Expertise

• Spanish-speaking candidates will be given priority consideration due to constant customer interactions both in person and by phone.
• High School Diploma or Equivalent.
• Must have strong verbal and written communication, organizational, and time management skills.
• Proven attention to detail.
• Ability to multitask, manage priorities, and anticipate potential problems before they arise.
• Ability to interact comfortably with customers.
• Team player with a strong, team-focused attitude.
• Ability to flourish in a fast-paced, team-based work environment.

Key Competencies

• Be Thorough: Ensure that work is completed thoroughly and correctly; prepare carefully for meetings and presentations; and follow up with others to ensure that agreements and commitments have been fulfilled.
• Establish and Maintain Personal Credibility: Consistently model behavior for management that is perceived as responsible, reliable, and ethical.
• Communicate Effectively: Notice, interpret, and anticipate needs and concerns, ensure that critical information is shared with those who should be kept informed.
• Express oneself clearly in interactions with customers, co-workers, and third-party vendors, both verbally and in writing.
• Act with Confidence: Understand the importance of rules and requirements and be poised and self-assured.
• Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
• Critical Thinking: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

**Pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, the salary range above represents the low and high end of the salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees. Incentives based on Timberline Team goals may also be offered. In addition, Timberline Bank provides a variety of benefits to full time employees, including health insurance coverage, vision insurance, dental insurance, life and disability coverage, 401K plan, paid holidays and paid time off.

Equal Employer Opportunity Statement

Timberline Bank prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested. OUR COMPANY ADHERES TO A POLICY OF EMPLOYMENT-AT-WILL, WHICH ALLOWS EITHER PARTY TO TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT CAUSE OR NOTICE.

I have read and understand the job requirements, responsibilities and expectations set forth in the job description provided for my position. I attest that I am able to perform the essential job function as outlined with or without any reasonable accommodations.