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Monet Bank · 3 weeks ago

Client Services Associate

United States

Full-time

Remote

Mid Level

3+ years exp

Monet Bank is pioneering the future of banking and money movement, focusing on faster, cheaper, and crypto-native solutions. The Client Services Associate serves as the first point of contact for customers, providing assistance with traditional and digital banking services, ensuring a remarkable customer experience, and resolving issues related to account access and transactions.

Financial Services

Hiring Manager

Shane Coleman

Responsibilities

Provide prompt, clear, and courteous assistance to customer inquiries via phone, email, or chat related to retail products such as CDs, money market accounts, high yield savings, digital banking, and online account opening in a courteous and professional manner

Assist customers with digital access issues including login errors, password resets, multi-factor authentication, and other digital banking administrative requests

Guide customers though online account opening, including funding and onboarding

Ensure remarkable customer experience in our digital and remote service channels

Resolve customer complaints and issues promptly and communicate all customer service- related issues/problems to management

Coordinate closely with Digital Banking, Compliance, and Operations Services for escalations and case resolution

Investigate and resolve issues related to account opening/closing, transactions, digital access and services through close cross-functional engagement with internal Operations and IT teams

Accurately log customer interactions in CRM platform and follow through on any open cases

Adhere to regulatory and operational standards, maintaining accuracy and compliance in all activities

Stay informed on new banking features, service updates, and future product innovations

Participate in testing and feedback for evolving tools and systems, contributing to continuous improvement

Assist in educating customers on how to safely and effectively engage with new technology and digital capabilities

Qualification

Banking experienceCustomer support experienceRegulatory compliance knowledgeMicrosoft ExcelMicrosoft WordAnalytical problem solvingInterpersonal skillsCritical thinkingDecision-making skills

Required

The individual must possess good working knowledge of retail operations and regulatory compliance, as well as policies and procedures with regard to client service, new accounts and teller functions

Key objectives include client experience, process and quality control

This position requires the ability to work well under pressure while maintaining high standards of accuracy and meeting departmental goals of client service and compliance with laws

3+ years relevant customer support experience required

Proficient in Excel, Microsoft Word, and Internet navigation

Knowledge of, or ability to quickly learn, banking software applications

Analytical problem solver who can work well under pressure and time constraints while maintaining high standards of accuracy

Outstanding listening and communication skills, both written and verbal

Developed critical thinking and decision-making skills