Consumer Digital Client Care Specialist

Western Alliance Bank; Chandler (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

401(k) matching

Medical and dental insurance

Tuition assistance

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank is seeking a Consumer Digital Client Care Specialist in Chandler, AZ. You will handle complex telephone and email inquiries from business and consumer clients, applying in-depth knowledge of Consumer and Small Business products to deliver an exceptional client experience.

The role requires problem solving, clear communication, and accurate multi-tasking across multiple systems. Responsibilities include resolving inquiries, resolving system/process issues, and partnering

Qualifications

• 1+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field.
• High school diploma required.
• Entry level knowledge of general banking, loans, treasury management and other commercial banking products and services.
• Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Experience working in a call center or cash handling preferred.
• Call center, consumer and small business banking products, cash management, and/or payment processing experience preferred.
• A willingness to learn, teach, and share information required.
• Advanced speaking and writing communication skills.

Responsibilities

• Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces.
• Researches and resolves complex inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires.
• Takes ownership of issues through resolution of inquiries via telephone, email, and written correspondence with follow-up.
• Partners with internal associates to provide treasury solutions in a consultative manner while mitigating risk.
• Understands client needs and escalates time-critical issues to management when necessary.
• Works independently in accordance with regulatory requirements and assists in special projects when needed.

Skills

Customer Service

Branch Banking Operations

Treasury Management

Regulatory Compliance

Call Center Experience

Cash Handling

Banking Products

Communication Skills

Education

High school diploma

Job description

What You\'ll Do

Client Care Specialist answers complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of Consumer and Small Business products and systems to deliver an exceptional client experience during each customer interaction. Specialists possess excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. The Specialist works in a fast-paced environment that requires accuracy, use of logic skills and multi-tasking, toggling between multiple systems while clearly communicating resolutions in an efficient manner.

• Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces. Researches and resolves a wide variety of complex incoming inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires, etc., while serving clients with professionalism, precision, and care.
• Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Partners with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk mitigation and client focus.
• Understands the client\'s needs and responds based on the urgency around time-critical situations and escalates issues to management in a timely fashion when necessary. Sets client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.
• Works independently in accordance with established regulatory requirements without supervision. Periodically assists in special projects and tasks including training fellow associates when necessary.
• Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.

Job Title

Consumer Digital Client Care Specialist

Location

AZ - Chandler 3075

What You\'ll Do

Client Care Specialist answers complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of Consumer and Small Business products and systems to deliver an exceptional client experience during each customer interaction. Specialists possess excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. The Specialist works in a fast-paced environment that requires accuracy, use of logic skills and multi-tasking, toggling between multiple systems while clearly communicating resolutions in an efficient manner.

• Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces. Researches and resolves a wide variety of complex incoming inquiries including Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, and Wires, etc., while serving clients with professionalism, precision, and care.
• Takes ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Partners with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk mitigation and client focus.
• Understands the client\'s needs and responds based on the urgency around time-critical situations and escalates issues to management in a timely fashion when necessary. Sets client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.
• Works independently in accordance with established regulatory requirements without supervision. Periodically assists in special projects and tasks including training fellow associates when necessary.
• Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.

What You\'ll Need

• 1+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field.
• High school diploma required.
• Entry level knowledge of general banking, loans, treasury management and other commercial banking products and services.
• Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Experience working in a call center or cash handling preferred.
• Call center, consumer and small business banking products, cash management, and/or payment processing experience preferred.
• A willingness to learn, teach, and share information required.
• Advanced speaking and writing communication skills.

Benefits You\'ll Love

We offer all the important things you\'d want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you\'ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About The Company

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company\'s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [e-mail] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.