Client Care Specialist

United Fidelity Bank, fsb; Fort Walton Beach (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

United Fidelity Bank is seeking a Client Care Specialist to be the friendly voice of the bank, delivering top-tier customer service via phone, email, and web channels. You will resolve inquiries, route calls, and support multiple departments, ensuring customers feel valued and informed.

Ideal candidates have 2–3 years of customer service experience, preferably in banking, with strong communication and problem-solving skills. This role is on-site with standard banking hours and potential overtime.

Qualifications

• High School Diploma or GED required; banking experience preferred.
• 2-3 years of customer service experience required; call center experience preferred.
• Banking knowledge and familiarity with Retail Online/Mobile Banking is a plus.

Responsibilities

• Provide exceptional phone, email, and web service to customers.
• Refer and route calls to bank personnel to meet customer needs.
• Practice active listening to clarify customer needs.
• Diffuse escalated concerns and escalate unresolved issues.
• Upsell products when appropriate and follow up on calls.
• Document all call information per procedures.
• Provide account information and assist with online/mobile banking.
• Process transfers, stop payments, deposits, and maintenance requests.
• Perform duties related to Bank Secrecy Act under guidance.

Skills

Customer service

Phone support

Active listening

Problem solving

Communication

Time management

Microsoft Office

Integrity

Team player

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

It's fun to work at a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Job Summary

The Client Care Specialist position is a key customer service role, the “voice” of UFB, one who provides friendly and efficient services to UFB customers. The incumbent will be responsible for managing and effectively answering customer service inquiries, resolving problems by researching and troubleshooting issues via telephone, internet, or written correspondence. This position will also support other operational departments in other facets during downtime.

Essential Job Functions

• Provide exceptional phone service, email, and web correspondence to customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
• Refer and route customer calls to appropriate bank personnel, resources, and departments to meet their financial needs.
• Engaging in active listening with customers by confirming and/or clarifying information to gain a better understanding of their needs to offer answers and solutions.
• Diffusing any elevated concern or issues that customers may have and escalating unresolved issues.
• Seize opportunities to forward customers to branch staff when the opportunities to upsell products arise.
• Follow up customer calls when necessary.
• Document all call information according to standard operating procedures.
• Provide account information such as balances; check clearings, deposit postings, return checks, availability of funds, and statement information.
• Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, Debit Cards, and other electronic banking areas.
• Process account transfers, stop payments, electronic deposits, and other account maintenance requests according to standard operating procedures.
• Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

Skills and Abilities Required to Perform Essential Job Functions

• Excellent interpersonal skills – always interacting professionally with callers, associates, executives & senior leaders.
• Outstanding written and verbal communication abilities.
• Must demonstrate problem-solving attributes.
• Advanced organization and time management skills.
• Proficiency in Microsoft Office Suite of products.
• Possess a high degree of integrity when dealing with sensitive information.
• Energetic team player.

Education, Experience and Qualifications

High School Graduate or General Education Degree (GED) required. 2-3 years of customer service experience required. Banking experience preferred. 2-3 years of call center experience preferred.

Physical Requirements of Essential Job Functions

• The associate is frequently required to sit and/or stand, communicate, reach and manipulate objects, tools or controls that are typical of an office/bank environment.
• Lifting items weighting up to 10 pounds on a consistent basis.
• Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc.

Working Conditions

Typical office working environment. Typical desk job. Extended viewing of computer screens. Donning microphone headsets to manage customer calls. Periodic travel between locations may be required. Typically, 8:00am – 5:00pm CST, Monday – Friday. Must be able to work over-time and Saturdays if needed.

The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.

Equal Opportunity/Affirmative Action

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

About Us

United Fidelity Bank, situated in Indiana’s third-largest city (Evansville, IN), is a future-focused financial institution. With 23 locations nationwide and approximately $6 billion in assets, we’re working hard to transform our business through innovation and technology to provide products and services that help people secure their financial future.

We build talented and diverse teams to drive business results. We recognize that our associates are our strength and the talents they bring to the UFB workforce are directly linked to our success.

Collective ambition, innovative thinking, and a commitment to our value of doing what’s right sets us apart from the rest.

United Fidelity Bank was built on a solid foundation of trust. We are advocates for our associates, customers, and the communities we serve.