Client Care Specialist

United Fidelity Bank, fsb; United States; On-site; USD 36,000 - 54,000; Full time

Job summary

United Fidelity Bank is seeking a Client Care Specialist to be the friendly, knowledgeable voice for our customers. You will handle inquiries, troubleshoot issues by phone, email, and web, and support other departments during downtime.

The ideal candidate has 2–3 years in customer service or call centers, strong communication skills, and proficiency with Microsoft Office. Banking experience and a passion for helping clients are a plus.

Qualifications

• 2–3 years of customer service experience.
• 2–3 years of call center experience.
• Banking experience preferred.

Responsibilities

• Provide exceptional phone, email, and web-based support to customers.
• Refer and route calls to appropriate bank personnel.
• Active listening to understand customer needs and offer solutions.
• Escalate unresolved issues with appropriate urgency.
• Upsell banking products when appropriate.
• Follow up on customer calls as needed.
• Document all call information per procedures.
• Assist with Retail Online Banking and other electronic banking issues.
• Perform BSA-related duties under supervision.

Skills

Interpersonal skills

Written communication

Verbal communication

Problem solving

Organization

Time management

MS 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 include, but are not limited to:

• 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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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.

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 .