Centier Bank · 2 months ago
Client Solutions Center Specialist
Merrillville, IN
Full-time
Onsite
Entry Level
$17/hr - $17/hr
1+ years expCentier Bank is an award-winning financial institution that values diversity and exceptional service. The Client Solutions Center Specialist is responsible for providing outstanding client experiences by handling inquiries through various channels and educating clients about the bank's products and services.
BankingFinanceFinancial ServicesInsurance
Responsibilities
Accept and handle email, correspondence, and phone inquiries
Provide accurate, satisfactory answers to client inquiries and concerns
Establish rapport with clients, display a caring attitude, identify their needs, recommend, and explain solutions, handle objections and ask for their business
De-escalate situations involving dissatisfied clients, either on your own or with the assistance of management, while offering patient and empathetic assistance and support
Provide outstanding client experiences by following the prescribed bank and department service expectations; meet or exceed standards for individual client survey service scores
Maintain a current and well-developed working knowledge of the complete line of products and services offered throughout the bank
Utilize CSI systems to perform transactions and account lookups to research and respond to client inquiries
Utilize CSI digital administrative platform to troubleshoot and resolve user digital issues; escalate to the next level when necessary
Educate clients on the bank’s digital platform including navigation within the platform and the various features including P2P, External Transfers, Mobile Check Deposit, and self-service options
Identify and act on opportunities to refer clients to specialists in other lines of business
Refer checking and savings accounts to the NuFund channel
Route calls and inquiries to appropriate departments if necessary
Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information
Assist clients with fraud resolution including completion of disputes and fraud affidavits; escalate to Fraud Operations when necessary
Complete and process forms on behalf of clients
Order checking and line of credit checks for current and new clients
Follow up on client and potential client calls, when necessary, through outbound calling
Continuously learn and adhere to all operations, security, risk and regulatory policies and procedures; be familiar with the resources available to assist with client questions
Respond to voice mails in accordance with the Essentials of Excellence
Log all client interactions and relevant notes in the CRM
Act as liaison on behalf of clients with other departments to ensure full resolution
Maintain files for pending and completed projects
Turn in reports to Team Leads on a weekly and monthly basis
Participate in weekly coaching sessions with Team Leader
Engage in personal development activities such as online learning and internal/external training to assist in career growth
Qualification
Required
Strong communication skills, both written and verbal
Ability to work through client concerns by listening, thinking through all options, and responding appropriately
A patient and empathic attitude
Ability to multi-task and toggle between programs
Comfortable working in a fast-paced environment
Strong computer skills – basic working knowledge of MS Office (Word, Excel, Teams)
Consultative skills to identify a client's financial needs
Strong organizational skills
Availability to work evenings and some weekends
High school diploma or equivalent
Banking experience helpful
1-2 years customer service experience; phone experience preferred
High-speed internet connection required (if working remotely)
Benefits
Access to our Marathon Health Clinics which provide FREE visits & prescriptions
Generous Paid Time Off benefit
Tuition Reimbursement
401K match
Associate Stock Ownership Plan
Daycare Reimbursement
FREE Onsite Fitness Center/Fitness Reimbursements
Health and Wellness Programs
The ability to have a voice with our Diversity/Equity/Inclusion Council
Career Growth
Work/Life Balance
AND MORE
Company
Centier Bank
Centier Bank is a banking company that offers loans, investments, insurance and other financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Scott May
Senior Partner, CFO
Anthony Contrucci
Executive Officer and Member of the Board of Directors at Centier Bank
Recent News
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