Client Care Specialist I

The Cape Cod Five Cents Savings Bank

Massachusetts

On-site

USD 42,000 - 54,000

Full time

5 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

The Cape Cod Five Cents Savings Bank is seeking a Client Care Specialist I to deliver outstanding client service by answering questions and resolving issues across electronic banking platforms. The role focuses on establishing and maintaining digital relationships and driving adoption of online and mobile banking.

Ideal candidates have a high school diploma (associate degree preferred), about 6 months of client service experience, and a knack for problem solving, clear communication, and

Qualifications

High School degree or GED and willingness to pursue higher education required.
Associate's Degree strongly preferred.
6 months client service experience.
Experience providing digital support preferred.
Banking experience preferred.
Ability to quickly learn the Bank's products and services.
Excellent problem-solving skills with a commitment to client service a must.
Ability to speak in a clear and pleasant manner.
Ability to listen effectively to understand callers and determine needs.
Excellent oral and written communication skills.
Ability to handle multiple tasks and interruptions.
Ability to work independently and as part of a team.
Working knowledge of PCs, Windows OS, Microsoft Office, the Internet, and other software systems.
Knowledge of mobile platforms including Android and iOS.
Must have cyber security awareness to protect the digital environment, the Bank, and clients.

Responsibilities

Responds to client and prospect inquiries via phone, email, and digital channels regarding accounts and products.
Documents all interactions in CRM accurately to reflect client interaction and resolution.
Authenticates clients per bank guidelines to protect information.
Identifies fraudulent activity to protect the Bank and clients.
Assists in client support for online and mobile banking and related services.
Provides support for other Bank departments.
Advises clients regarding Bank products to deepen relationships.
Solicits higher-level approval for situations exceeding authority.
Actively recommends Bank products based on client needs.
Meets service level deadlines and performance targets.
Outbound calls to clients as required.
Complies with confidentiality and privacy policies and all Bank regulations.

Skills

Client service

Digital support

Banking

Learning quickly

Problem solving

Communication

Listening

Multitasking

Independent work

PCs / Microsoft Office

Mobile platforms (Android / iOS)

Cyber security awareness

Education

High School or GED

Associate's Degree preferred

Tools

CRM software

Windows OS

Microsoft Office

Mobile banking platforms

Job description

Salary Grade : 13C

SUMMARY:

The Client Care Specialist I ("Specialist") provides superior client service by answering client questions and assisting with issue resolution. The Specialist will assist in establishing and maintaining electronic banking relationships and provide ongoing support to drive digital adoption for our clients across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking-related products and services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Responds to client and prospect phone calls, email, and digital inquiries regarding their accounts and all Bank products, including financial transactions.
Documents all interactions with clients in CRM database by entering or updating information accurately to reflect the client interaction and resolution.
Authenticates clients adhering to Bank guidelines in order to properly identify clients and protect client information.
Identifies fraudulent activity to protect the Bank and the Bank's clients
Assists in client support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
Provides support for other Bank departments.
Advises clients regarding the Bank's products and to ensure that the highest level of client service is provided.
Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority.
Actively recommends Bank products and services using a client needs-based assessment.
Consistently meets service level deadlines and other performance targets or requirements
Outbound calls to clients as required.
Complies with all client confidentiality and privacy policies, as well as all Bank policies.
Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

High School degree or GED and willingness to pursue higher education required. Associate's Degree strongly preferred

KNOWLEDGE, SKILLS & ABILITIES:

6 months client service experience
Experience providing digital support preferred
Banking experience preferred
Ability to quickly learn the Bank's products and services
Excellent problem-solving skills with a commitment to client service a must
Ability to speak in a clear and pleasant manner
Ability to use excellent listening comprehension skills to understand callers and determine their needs/question
Excellent oral and written communication skills
Ability to handle multiple tasks and interruptions
Ability to work independently, as well as contribute to the team environment
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
Knowledge of mobile device platforms including Android and Apple iOS systems.
Must have cyber security awareness to protect the digital environment, the Bank, and clients.