Client Care Specialist

Insight Global; Phoenix (AZ); On-site; USD 42,000 - 65,000; Full time

Job summary

Insight Global in Phoenix seeks a Client Care Specialist to handle complex inquiries by phone and email, utilizing deep banking product knowledge to resolve issues with accuracy and care.

You will navigate multiple systems, verify client identities, and coordinate with internal teams to deliver treasury solutions while emphasizing risk mitigation and exceptional service.

Qualifications

• 2+ years in customer service or banking.
• Strong communication and problem-solving skills.
• Able to multitask and navigate multiple systems.
• Experience handling customer inquiries by phone.
• Capable of handling 50–100 calls per day.

Responsibilities

• Responds to complex telephone and email inquiries from clients and internal teams.
• Researches and resolves a wide variety of inquiries including banking products and systems to deliver excellent client experience.
• Assists clients with treasury solutions in a consultative manner while mitigating risk.
• Verifies client identity and adheres to verification procedures before transactions.
• Escalates issues to management when necessary and documents issues thoroughly.

Skills

Customer service

Phone inquiries

Multitask

Financial services

Digital banking

Compliance knowledge

Communication skills

Call center

2+ years experience

Call volume 50-100/day

Education

High school diploma or equivalent

Job description

Job Description

Client Care Specialist answers complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of Consumer and Small Business products and systems to deliver an exceptional client experience during each customer interaction. Specialists possess excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. The Specialist works in a fast-paced environment that requires accuracy, use of logic skills and multi-tasking, toggling between multiple systems while clearly communicating resolutions in an efficient manner.Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces. Researches and resolves a wide variety of complex incoming inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires, etc., while serving clients with professionalism, precision, and care.Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Partners with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk mitigation and client focus.Understands the client’s needs and responds based on the urgency around time-critical situations and escalates issues to management in a timely fashion when necessary. Sets client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.Works independently in accordance with established regulatory requirements without supervision. Periodically assists in special projects and tasks including training fellow associates when necessary.Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.

Skills and Requirements

• 2+ years in customer service, banking, call center, or a related field
• High school diploma or equivalent
• Experience handling customer inquiries by phone
• Strong communication and problem-solving skills
• Able to multitask and navigate multiple systems accurately in a fast-paced environment.
• 50-100 calls per day capability
• Financial services, consumer product knowledge, or call center experience
• Digital banking, ACH, wires, payments, payments
• Customer verification, documentation, or compliance experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].