Client Experience Specialist (Banking)

Fremont-Bank; Livermore (CA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with employer match

ESOP

On-site gym

Tuition reimbursement

Employee Assistance Program

Job summary

Fremont Bank in Livermore, CA is seeking a Client Contact Center Specialist to support existing clients, prospects, and branch staff by phone and email. You will resolve inquiries, promote banking products, and strive for a Six Diamond Experience on every call to build loyalty and trust.

The role requires an associate degree or equivalent, 2 years call center experience, and banking retail sales expertise, with strong communication and multitasking skills across multiple systems.

Qualifications

• Associate degree in business related field or equivalent work experience.
• 2 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls.
• Require telemarketing experience.
• Must have banking experience in retail sales.
• Must be familiar with a variety of the field’s concepts, practices, and procedures.
• Excellent customer service and communication skills, including professional phone skills.
• Ability to multitask and use multiple applications at once.
• Ability to work independently and handle multiple tasks simultaneously.
• Effective problem-solving skills.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

Responsibilities

• Handle incoming phone calls and resolve clients inquiries and offer products and services to help clients achieve their financial goals.
• Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients’ banking needs.
• Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to clients.
• Must go above and beyond to provide the “Six Diamond” experience in every interaction.
• Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity.
• Resolve client issues by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction.
• Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests.
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
• Submit Travel Advisories and assist with ATM questions from clients.
• Work with the ATM Department to help expedite any issues, questions or concerns.
• Process stop payments and stop payment releases as requested.
• File Reg E claims for clients and on behalf of branches.
• Answer client’s general questions through Chat.
• Enroll clients in online banking and password reset.
• Order checks and debit cards.
• Process temporary and permanent increases on mobile and debit cards.
• Provide support to branch staff with online banking.
• Assist clients with mortgage loan related requests as needed.
• Assist Commercial Loan clients with general inquiries.
• Required to meet quarterly sales goals.
• Perform other job-related duties as assigned.

Skills

Customer service

Communication skills

Multitask

Independent judgement

Problem solving

Fast-paced environment

Telephone skills

Technical troubleshooting

Education

Associate degree in business related field

Job description

Fremont Bank in Livermore, CA is seeking a Client Contact Center Specialist to support existing clients, prospects, and branch staff by phone and email. You will resolve inquiries, promote banking products, and strive for a Six Diamond Experience on every call to build loyalty and trust.

The role requires an associate degree or equivalent, 2 years call center experience, and banking retail sales expertise, with strong communication and multitasking skills across multiple systems.