Client Experience Specialist

Live Oak Bank; Wilmington (NC); Hybrid; USD 41,000 - 67,000; Full time

Job summary

Live Oak Bank in Wilmington, NC seeks a Client Experience Specialist to deliver white-glove service to personal and business customers by phone, email, and in person at the headquarters. You will maintain knowledge of policies, banking regulations, and products while building strong customer relationships.

You’ll support onboarding, respond to inquiries, assist with deposits, online banking, and drive satisfaction as an essential member of a collaborative team with opportunities to learn and

Qualifications

• Bachelor’s degree or equivalent industry experience.
• Customer service experience and strong interpersonal skills.

Responsibilities

• Maintain a thorough understanding of bank policies and procedures.
• Possess comprehensive knowledge of banking regulations, products, operating systems, and customer-facing applications.
• Assist with new customer onboarding via phone for personal and business accounts (including business checking accounts).
• Respond to customer personal and business account inquiries and assist with personal and business deposit account servicing via phone.
• Provide customer support with online banking system and mobile application.
• Resolve issues with customer’s personal and business deposit accounts with a timely, professional, and proficient response.
• Assist with additional tasks and projects as needed.
• Possess a positive attitude with a genuine interest in helping others.
• Demonstrate willingness to learn, accept feedback, improve, and adapt to change.
• Support and guide your teammates by assisting with training and leading by example.
• Demonstrate attention to detail with a high degree of accuracy.
• Possess strong verbal and written communication and organizational skills.
• Exercise excellent listening skills.
• Maintain thorough understanding of deposit products and services.
• Function as a member of a team and realizes all member of the team are vital to its success.
• Maintain a high standard of regulatory awareness including BSA, AML, CIP, and OFAC.

Skills

Customer service

Interpersonal skills

Education

Bachelor’s degree or equivalent

Job description

About Us

Live Oak Bank is a digital bank that serves small business owners across the country. Our groundbreaking spin on service and technology has fueled our mission to be America’s Small Business Bank. Our products help customers buy, build, and expand their business, and our high-yield savings and CD products help them grow their hard-earned money. At Live Oak, we never lose sight of the well-being of our people. We believe our employees are the heart of our company. Our commitment to our customers and culture is intertwined, and we seek those who embody and embrace what it takes to empower the American dream.

How This Role Impacts Live Oak and its People

We are on a mission to be America’s small business bank. Our deposits help fund loans for small businesses across the country. As a Client Experience Specialist, you help fuel the growth of small businesses. We believe in treating every customer as the only customer. As a digital bank, our Client Experience Specialist connect to customers across the U.S. by phone, email, and in person at Live Oak Bank Headquarters. Client Experience Specialist promote business for the Bank by building customer relationships and providing white glove service to new and existing customers. The Client Experience Specialist is a designated essential employee and may be required to be available after hours, and to work either in the office or remotely during inclement weather or a disaster scenario.

What You’ll Do at Live Oak

• Maintain a thorough understanding of bank policies and procedures.
• Possess comprehensive knowledge of banking regulations, products, operating systems, and customer-facing applications.
• Assist with new customer onboarding via phone for personal and business accounts (including business checking accounts).
• Respond to customer personal and business account inquiries and assist with personal and business deposit account servicing via phone.
• Provide customer support with online banking system and mobile application.
• Resolve issues with customer’s personal and business deposit accounts with a timely, professional, and proficient response.
• Assist with additional tasks and projects as needed.
• Possess a positive attitude with a genuine interest in helping others.
• Demonstrate willingness to learn, accept feedback, improve, and adapt to change.
• Support and guide your teammates by assisting with training and leading by example.
• Demonstrate attention to detail with a high degree of accuracy.
• Possess strong verbal and written communication and organizational skills.
• Exercise excellent listening skills.
• Maintain thorough understanding of deposit products and services.
• Function as a member of a team and realizes all member of the team are vital to its success.
• Maintain a high standard of regulatory awareness including BSA, AML, CIP, and OFAC.

Required Experience

• Bachelor’s degree or equivalent industry experience
• Customer service experience and strong interpersonal skills

Preferred Experience

• Knowledge of banking regulations
• Knowledge of bank operating systems and customer-facing bank applications
• #LI-DNI

Our Values

• Dedication: Possess a deep commitment to Live Oak Bank’s mission and core values, exemplified through a strong work ethic, adaptability and pride in your work.
• Ownership: Take initiative to deliver positive results by proactively and creatively solving problems, while maintaining a high degree of quality.
• Respect: Treat everyone with courtesy, politeness, and kindness.
• Innovation: Embrace fresh ideas and fearlessly contribute new solutions to emerging or existing problems.
• Teamwork: Foster collaboration, accountability, and trust with others and understand that together, we do more.

For a detailed overview of our employee benefits please visit: http://www.liveoakbank.com/careers/

Live Oak Bank is an affirmative action and equal opportunity employer, Minorities/Women/Veterans/Disabled. We consider applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran status or disability. Equal access to programs, service and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify human resources at [e-mail]. EEO is the Law

The base pay range for this position is $19.77 - $32.12 per hour. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy. A candidate’s salary is determined by several factors including travel, relevant work experience or skills and expertise.

Please note that we provide at least the minimum requirement of paid sick leave to our employees who reside in states that require employer-paid sick leave, including but not limited to Arizona, California, Colorado, District of Columbia, Maine, Maryland, Massachusetts, Michigan, Nevada, New Jersey, NewMexico, NewYork, Oregon, Rhode Island, Vermont, and Washington.

More than just a job, a career at Live Oak is an opportunity to mold the future of the banking industry. Live Oak Bank would not be the top SBA 7(a) and USDA lender in the country without our people. We focus on hiring folks who are dedicated to living our values, every single day. Together, we’re on a mission to America’s small business bank. At Live Oak we never lose sight of focusing on the wellbeing of our folks. We believe our employees are the heart of our company and drive our commitment to our customers. As part of the Live Oak team, you’ll have the chance to shape the next chapter of banking while supporting the backbone of our nation – small businesses.