Apply on Employer Site

Central Bank & Trust Co. · 1 day ago

Client Services Specialist (Full-time), Client Services

Lexington, KY, US

Full-time

Onsite

Entry Level

$21.43/hr - $25.21/hr

1+ years exp

Central Bank & Trust Co. is an equal opportunity employer seeking a Client Services Specialist. The role involves responding to customer inquiries, assisting with banking needs, and promoting bank products and services.

BankingFinancial Services

Responsibilities

Processes all inquiries from customers by thoroughly researching each situation, makes recommendations about the solution and relays the correct information to the customer or forwards to the appropriate person and/or department

Processes maintenance changes, including but not limited to address changes, stop payments, close accounts, etc

Assist clients with consumer loans and standard mortgage loan inquiries as well as payoffs

Recognizes prospects and sells Central Bank products and services to customers utilizing EnAct

Handles formal complaints through the Bank’s complaint system

Assists in the identification and correction of bank errors through necessary refunds, correspondence, or relay of information to the customers

Answers all correspondence related to customer service or forwards correspondence to the proper department in a timely manner

Shares customer comments on a daily, weekly, and monthly basis with management and looks for areas to recommend changes to ensure products and services continue to improve

Assists with VRU (Voice Response Unit) resets

Assists with CentralNET and mobile banking resets and other inquiries

Assists clients with debit card inquiries, reorders, disputes, temporary limit increases, declines, travel notes, etc

Assists clients with credit card inquiries utilizing the credit card system

Remains up to date on procedures

Must score at least 85% on Product Knowledge test annually

Assists clients with reorder of checks through Ping One/Deluxe

Assists clients with online loan payments utilizing Bill Matrix

Participates in projects conducted by the Client Services Department

Assists other departments with the implementation of new products and/or services by pretesting, providing pertinent information, etc

Performs other duties as assigned

Qualification

Customer serviceBanking experienceVerbal communicationProblem-solvingComputer literacyCross-sellingAnalytical skillsMultitaskingTelephone etiquettePositive attitude

Required

High School diploma or GED

One+ year customer service experience

Must have one of the following: One+ year banking experience - preferably as a Teller, CSR or Personal Banker or Six+ months' retail experience with Central Bank & Trust

Strong desire to assist customers by telephone in a call center environment

Ability to address both problem-solving and informational calls

Excellent verbal and written communication skills

High level of computer literacy including ability to communicate with clients regarding different technological devices

Strong analytical and problem-solving skills

Pleasant speaking voice and good telephone etiquette

Able to function effectively in a stressful and ever-changing environment while maintaining a positive attitude

Commitment to customer service

Able to multitask

Employees who do not have a current Product Knowledge score of 85% must pass the Product Knowledge exam before being allowed to interview. Internal hires without a current score or external hires must take and pass the Product Knowledge exam within 180 days of starting the position

Able to work varying hours including Saturdays