Client Services Specialist 2nd Shift

Citizens Financial; Johnston (RI); On-site; USD 25,000 - 33,000; Full time

Job summary

Citizens Financial is seeking a customer service professional to support cash management clients via phone and email. You will research inquiries and train clients on cash management products, while delivering timely resolutions and maintaining service standards.

Ideal candidates have extensive banking experience, strong communication, and analytical skills, with the ability to handle complex technical issues and refer opportunities to Sales when appropriate.

Qualifications

• In-depth knowledge of financial services and cash management products and processes.
• Minimum 5 years banking and customer service experience, call center experience preferred.
• Strong communication skills and ability to explain complex information clearly.
• Analytical thinking with trend identification abilities.
• Independent judgment and attention to detail.

Responsibilities

• Assist cash management customers by handling telephone and email inquiries and advising on products.
• Provide product information and help customers with questions and issues.
• Independently service internal and external customers on cash management products and technical issues.
• Research problems and provide timely resolutions within set timeframes.
• Collaborate with operations to reconcile client problems and minimize recurrence.
• Escalate potential issues to management to maintain service standards.

Skills

Customer service

Communication skills

Analytical skills

Attention to detail

Proactive attitude

Learning applications

Tools

Cash management systems

Job description

Responsibilities

• Serves cash management customers by taking telephone and email inquiries, research and training clients on cash management products.
• Provides product/service information by answering questions & offering assistance.
• Independently services both internal and external customers on a wide variety of cash management products, services and technical issues.
• Research problems and provide customer with resolution within established timeframes.
• Work with various operational support staff in the reconciliation of client problems while attempting to limit future occurrences.
• Proactively advise management of impending problems or obstacles to meeting service standards.
• Expected to help minimize financial risk to the bank.
• Maximize customer opportunity by referring opportunities to Sales that are identified during the service process.
• Diagnose, prioritize, resolve and/or escalation all technical, system, or procedural issues related to Access Money Manager, EZ Deposit, File Transmissions, ACHieve, SweepNet etc.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Incumbent must have in-depth knowledge of the financial services industry and Cash Management products (including regulatory and compliance), systems and operations to successfully respond to customer needs and meet established timeframes.
• Minimum 5 years' banking and customer service, minimum experience and call center experience is highly preferred.
• Strong communication skills.
• Analytical skills and the ability to recognize trends.
• Exercise considerable independent judgment.
• Attention to detail.
• Pro-active attitude.
• Quick to learn several applications.

Hours & Work Schedule

Hours per Week: 12:30pm - 9:00pm (days and hours are subject to change)

Work Schedule: Tuesday - Saturday