Client Care Specialist l

Jobs › Hyannis, MA › Client Care Specialist l Cape Cod Five Cents Savings Bank Client Care Specialist l Hyannis, MA Apply The Client Care Specialist I (\"Specialist\") provides superior client service by answering client questions & assisting with issue resolution. The Specialist will assist in establishing & maintaining electronic banking relationships & provide ongoing support to drive digital adoption for our clients across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking-related products & services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

Responds to client & prospect phone calls, email, & digital inquiries regarding their accounts & all Bank products, including financial transactions. Documents all interactions with clients in CRM database by entering or updating information accurately to reflect the client interaction & resolution. Authenticates clients adhering to Bank guidelines in order to properly identify clients & protect client information. Identifies fraudulent activity to protect the Bank & the Bank?s clients Assists in client support for online & mobile banking as well as automated telephone banking including set-up, navigation, & maintenance. Provides support for other Bank departments. Advises clients regarding the Bank?s products & to ensure that the highest level of client service is provided. Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority. Actively recommends Bank products & services using a client needs-based assessment. Consistently meets service level deadlines & other performance targets or requirements Outbound calls to clients as required. Complies with all client confidentiality & privacy policies, as well as all Bank policies. Performs duties & assignments in compliance with Bank policies as well as all state & Federal banking regulations.

QUALIFICATIONS

EDUCATION & CERTIFICATIONS:

High School degree or GED & willingness to pursue higher education required. Associate\'s Degree strongly preferred

KNOWLEDGE, SKILLS & ABILITIES

6 months client service experience Experience providing digital support preferred Banking experience preferred Ability to quickly learn the Bank?s products & services Excellent problem-solving skills with a commitment to client service a must Ability to speak in a clear & pleasant manner Ability to use excellent listening comprehension skills to understand callers & determine their needs/question Excellent oral & written communication skills Ability to handle multiple tasks & interruptions Ability to work independently, as well as contribute to the team environment Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, & other software systems. Knowledge of mobile device platforms including &roid & Apple iOS systems. Must have cyber security awareness to protect the digital environment, the Bank, & clients.

COMPETENCIES

Superior Focus on Client Service Technology Savviness/Digital Enthusiast Financial Comprehension Adaptability, Flexibility, & a Nimble Learner Problem Resolution Focused Solid Decisions Making/Judgement Active Filters Client Care Specialist l Hyannis, MA Clear All Apply