Client Service Center Associate - Banking

Alerus Financial; Mesa (AZ); Remote; USD 29,000 - 30,000; Full time

Benefits offered by this job

Health benefits

401(k) and ESOP

Paid time off

Volunteer time

Job summary

Alerus Financial is seeking a Client Service Center Associate, Banking to handle incoming calls from banking and wealth management clients. You will educate, troubleshoot, and provide support, acting as the single point of contact for products offered with Alerus.

The role requires strong communication, organizational skills, and the ability to manage multiple tasks in a fast-paced, technology-driven environment. Competitive benefits and growth opportunities accompany the position.

Qualifications

• 1+ years of experience in business customer service or accounting/bookkeeping preferred.
• 1+ years of experience directly related to financial services preferred.
• Excellent written/oral communication and organization skills required.
• Ability to prioritize and to be self-motivated.
• Independently manage multiple concurrent tasks and meet deadlines.
• Proven ability to adapt to a fast paced, changing environment centered around technology.

Responsibilities

• Answer telephone, email, and chat inquiries from Alerus banking, mortgage, and wealth management clients promptly and courteously. Show respect and patience to all clients. Inbound calls will cover a wide range of topics, including balance inquiries, debit card maintenance, disputes, transfer requests, and loan payments.
• Provide professional, accurate and clear communication.
• Understand and clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
• Maintain up-to-date financial services and internal systems and software (AS400, Q2, Architect and Salesforce) knowledge as it pertains to the job.
• Understand and communicate basic principles of deposit, money market, time accounts and loan policies to clients.
• Actively maintain knowledge of all Alerus products, services, and processes including fraud prevention and documentation.
• Develop and enhance client relationships by informing clients of Alerus products and services that meet their needs and encourage a financially fit client.
• Foster a positive work environment and support co-workers in achievement of departmental goals.
• Meet performance standards such as quality assurance scores, productivity, and attendance. Proactively notify manager if standards will not be met.

Skills

Communication skills

Organizational skills

Multitasking

Adaptability

Customer service experience

Tools

AS400

Q2

Architect

Salesforce

Job description

This is a remote position. Candidates preferred to be residing in the Alerus physical footprint of these markets: Minnetonka, MN; Rochester, MN; Grand Forks, ND; Fargo, ND; or Phoenix, AZ.

Hours: Monday - Friday 10am - 7pm Central Time and one Saturday per month (8am - 12pm).

WHO ARE WE

Alerus is a commercial wealth bank and national retirement provider with one core purpose: helping clients achieve their financial goals. We are driven by a shared commitment to always do the right thing; leading with integrity and providing valued advice and guidance to our clients. We value the expertise and skillsets each team member provides and encourage collaboration, innovation, adaptability, and an entrepreneurial spirit at all levels of our company. By consistently seeking improvements and growth, we foster long-term relationships with clients and team members. We are proud to be recognized as a Top Workplace by numerous industry and regional outlets.

CORE VALUES

Passion for Excellence :: Success is Never Final :: Do the Right Thing :: One Alerus

ABOUT THE ROLE

The Client Service Center Associate, Banking is responsible for answering a wide range of incoming calls from banking and wealth management clients. Client Service Center Associates educate, troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries. A single point of contact where clients receive support on products offered with Alerus.

WHAT YOU'LL BE DOING

• Answer telephone, email, and chat inquiries from Alerus banking, mortgage, and wealth management clients promptly and courteously. Show respect and patience to all clients. Inbound calls will cover a wide range of topics, including balance inquiries, debit card maintenance, disputes, transfer requests, and loan payments.
• Provide professional, accurate and clear communication.
• Understand and clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
• Maintain up-to-date financial services and internal systems and software (AS400, Q2, Architect and Salesforce) knowledge as it pertains to the job.
• Understand and communicate basic principles of deposit, money market, time accounts and loan policies to clients.
• Actively maintain knowledge of all Alerus products, services, and processes including fraud prevention and documentation.
• Develop and enhance client relationships by informing clients of Alerus products and services that meet their needs and encourage a financially fit client.
• Foster a positive work environment and support co-workers in achievement of departmental goals.
• Meet performance standards such as quality assurance scores, productivity, and attendance. Proactively notify manager if standards will not be met.

WHAT YOU SHOULD HAVE

• 1+ years of experience in business customer service or accounting/bookkeeping preferred.
• 1+ years of experience directly related to financial services preferred.
• Excellent written/oral communication and organization skills required.
• Ability to prioritize and to be self-motivated.
• Independently manage multiple concurrent tasks and meet deadlines.
• Proven ability to adapt to a fast paced, changing environment centered around technology.

WHAT WE BRING TO THE TABLE

• Competitive compensation including base salary, bonus and/or incentive opportunities.
• Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings.
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave.
• Learning and development resources for personal and professional career development, and advancement opportunities.
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services.
• Support for the communities we live in through paid volunteer time and a company donation match opportunity.

WORK ENVIRONMENT

Work is typically performed in an office setting. The employee is regularly required to sit for extended periods of time. The employee is occasionally required to move about the office utilizing proper ergonomic safeguards when doing so. Additionally, the employee must occasionally lift or move supplies and materials up to 20 pounds.

BASE PAY RANGE

$21.00 - $22.00 per hour

The above information in this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job.

Alerus is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.