Client Support Relief Specialist

Sound Community Bank; Sequim (WA); On-site; USD 29,000 - 43,000; Part time

Benefits offered by this job

Health, Dental, and Vision insurance

Employer-paid Life & AD/D insurance

401(k) plan options with employer/ESOP

Wellness program discount

Tuition assistance

Transit benefits

Gym/Health reimbursement

Job summary

Sound Community Bank is seeking a Part-Time Client Support Relief Specialist to deliver exceptional customer service across multiple branch locations, blending traditional teller duties with centralized support responsibilities, including virtual transactions, admin tasks, and direct client engagement both digitally and in person.

The role will average 35 hours per week and can be based at Sequim Creekside or at Port Angeles or Port Ludlow branches.

Qualifications

• High School Diploma or equivalent required.
• Professional well developed written and interpersonal communication skills.
• Ability to elicit client information that can be used to strengthen client relationships.
• Requires judgment to solve day-to-day problems but usually within established guidelines.
• Comfortable with emerging technologies such as virtual client interactions.
• Ability to multi-task by operating multiple computer programs at one time.
• Strong attention to detail.
• Flexible with shifting priorities.
• Ability to work both independently and as a team member.
• Practice ethical behavior and understand the need for confidentiality.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.
• Branch hours to include Saturday hours.
• Must be able to travel to Retail branch locations as needed.
• Must be able to lift 25 pounds.
• Must have an overall understanding of bank operations, ensure compliance with regulatory requirements, including the Bank Secrecy Act.

Responsibilities

• Customer Service: Float between designated branches to provide coverage and continuity of service during staffing gaps or peak periods.
• Provide excellent customer service and meet service standards, responds to client inquiries and requests in a timely manner. Answers calls and replies to emails within service standards.
• Actively supports the organization's sales objectives and campaigns by cross-selling products or by listening for client needs and referring to appropriate business lines as needed.
• Completes all required compliance training and other training in a timely manner.
• Quickly identifies problems that arise and provides resolution or referral.
• Demonstrates interpersonal skills along with the ability to maintain a professional, outgoing, and pleasant demeanor at all times.
• Communicates effectively to relevant parties verbally and in written form.
• Transaction Management: Receives client deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly.
• Balances cash drawer within established guidelines.
• Performs teller functions using the Virtual Teller system.
• Submits necessary forms to the proper department in a timely manner.
• Ensures compliance with BSA and other regulations; identifies suspicious activity and reports as needed.
• Contact Center: Support centralized Client Support operations by assisting with phone coverage, eBanking escalations, and administrative tasks.
• Researches and solves client questions, problems, and complaints concerning bank accounts with ownership of interactions.
• Provides information and troubleshooting support of debit cards and internet banking services.
• Operates systems to update client account transactions and information.

Skills

Written communication

Interpersonal communication

Client information gathering

Problem solving

Emerging technologies

Multi-tasking

Attention to detail

Flexibility

Teamwork

Confidentiality

Regulatory compliance (BSA)

Saturday hours availability

Travel to branches

Lift 25 pounds

Education

High School Diploma or equivalent

Job description

Job Details

Job Location: Sequim Creekside - Sequim, WA 98382

Position Type: Part Time

Salary Range: $21.00 - $31.45 Hourly

Job Category: Banking

Position Description

The Client Support Relief Specialist serves as a dynamic representative of the bank, delivering exceptional customer service across multiple branch locations while maintaining alignment with the centralized Client Support Department. This role combines traditional teller responsibilities with support center duties, including virtual transactions, administrative support, and client engagement via video and in-person channels.

This is a part-time position that will average 35 hours per week. This position can be based out of our Sequim Creekside branch or our Port Angeles or our Port Ludlow branches. The ability to travel to all of our peninsula branches is required on an as-needed basis. Saturdays will be required on a rotating basis once fully trained.

Position Qualifications

High School Diploma or equivalent required.

• Skill competencies required include, but are not limited to:
• Professional well developed written and interpersonal communication skills
• Ability to elicit client information that can be used to strengthen client relationships
• Requires judgment to solve day-to-day problems but usually within established guidelines
• Comfortable with emerging technologies such as virtual client interactions.
• Ability to multi-task by operating multiple computer programs at one time.
• Strong attention to detail.
• Flexible with shifting priorities.
• Ability to work both independently and as a team member.
• Practice ethical behavior and understand the need for confidentiality.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.
• Branch hours to include Saturday hours.
• Must be able to travel to Retail branch locations as needed.
• Must be able to lift 25 pounds.
• Must have an overall understanding of bank operations, ensure compliance with regulatory requirements, including the Bank Secrecy Act.

Position Responsibilities

Duties may include but not limited to the following:

Responsibility #1 Customer Service

• Float between designated branches to provide coverage and continuity of service during staffing gaps or peak periods.
• Provide excellent customer service and meet service standards, responds to client inquiries and requests in a timely manner. Answers calls and replies to emails within service standards.
• Actively supports the organizations sales objectives and campaigns by cross-selling products or by listening for client needs and referring to appropriate business lines as needed.
• Completes all required compliance training and other training in a timely manner.
• Quickly identifies problems that arise and provides resolution or referral.
• Demonstrates interpersonal skills along with the ability to maintain a professional, outgoing, and pleasant demeanor at all times.
• Communicates effectively to relevant parties verbally and in written form.

Responsibility #2 Transaction Management

• Receives client deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly.
• Consistently balance cash drawer within established guidelines.
• Responsible for the efficient, effective, and accurate performance of teller functions processed using the Virtual Teller system.
• Ensures required forms associated with transactions are submitted to the proper department in a timely manner.
• Ensures compliance with BSA and other regulations associated with this position.
• Demonstrates proficiency in identifying suspicious activity and ensuring completion of required reports in accordance with BSA regulations and internal policies and procedures.

Responsibility #3 Contact Center

• Support centralized Client Support operations by assisting with phone coverage, eBanking escalations, and administrative tasks when coverage is not needed at retail locations.
• Researches and solves client questions, problems and complaints concerning bank accounts. Must have the ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources. Takes complete ownership of every interaction whether it requires a call back or extended research.
• Provides information and troubleshooting support of debit cards and internet banking services.
• Operates systems to accurately update client account transactions and information.

Other Duties as Assigned

Each employee makes a significant contribution to the success of Sound Community Bank. Employees must have an overall understanding of department operations, and ensure compliance with regulatory requirements, including the Bank Secrecy Act. It is expected that each employee will readily accept additional duties and offer their services wherever and whenever necessary to ensure our success.

Corporate Core Values

Demonstrates behavior and actions which support Sound Community Bank’s values and actively participates in volunteering.

• Our employees are our most important asset.
• Results matter.
• Community is our heart.
• Access and sustainability are critical.

Compensation

The pay range for this position is $21.00 to $31.45, with new hires typically starting at the lower end of the range.

This position is eligible for a quarterly incentive bonus of up to 11% of quarterly wages based on the achievement of personal and branch performance goals.

Health and Retirement Benefits

• Health, Dental, and Vision insurance plans for employee and dependents
• Employer-paid Group Life & AD/D insurance
• Wellness Program discount towards medical insurance premiums, Employee Assistance Program
• 401(k) plan options with up to 3.5% employer match and Employee Stock Ownership Program (ESOP)
• Voluntary benefits include: Health Savings Account (HSA), Voluntary Life & AD/D, Accident Plan, Critical Illness Coverage, Short-term Disability, Long-term Disability, Flexible Spending Account (FSA) and Dependent Care Account

Time-off Benefits

• Two weeks Paid Vacation, Paid Employee Days for Birthday and Hire Date Anniversary, Paid Sick and Safe Time (7 days per year), Bank Paid Holidays (11 per calendar year)

Other Benefits

• We also offer the following (some perimeters apply): Tenure Bonus Program, Continuing Education/Tuition Assistance – up to $2,500 per year, Student Loan Debt Repayment - up to $100 per month, ORCA Passport/Transportation Alternatives/Benefit Allowance, Charitable Donation Matching Program, Gym/Health monthly reimbursement, Pet Insurance monthly reimbursement, Employee mortgage and consumer loans, Banking services (of course!) free of normal service charges, Employee Recognition Program

EEO is the Law

Sound Community Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.