Provides client support to inquiries that may be, but not limited to: general bank transactions; operational issues, and/or assistance with bank products. Requests are received from various channels, including face-to-face, email, phone , or from Relationship Advisors. Works under moderate supervision and has a general skill set that is applied to the essential functions. Escalates non-routine problems or complex issues.
In-Branch Client Support may include, but not limited to the following:
Greeting all branch customers with exceptional customer service and handling reception duties for customers meeting with other internal partners
Processing of deposits/cashing checks
Placing holds
Generating Currency Transaction Reports (CTR's)
Processing payments
Fulfilling cashier check requests
Other common Bank Teller duties
Processing courier bags with client cash deposits
Back Office Client Support may include, but not limited to the following:
Reviewing inquiry and formulating response or implementing action to resolve which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners.
Verifying signatures
Responding to NSF notices for wires, checks, Foreign Exchange purchases
Processing mail, payments, check orders
Process paperwork for new accounts, close accounts, account updates, online banking enrollment and maintenance, products and services setup and maintenance; product and services training
Fraud monitoring and escalation
General knowledge of banking transactions preferred which include, but not limited to: Processing deposits/withdrawal, cash handling and cash drawer maintenance.
Strong mathematical skills
Basic understanding and expanding knowledge of banking regulations
Recognizes key operational risks facing clients and the company
Demonstrated customer orientation with the ability to adapt and respond to differing communication styles
Adept at understanding and interpreting basic client inquiries
Able to manage multiple concurrent inquires making effective decisions as to prioritization and time allocation
Solid written and verbal communication skills able to convey information
Able to identify issue and determine resolution or escalate when appropriate
Able to utilize processes, tools, and procedures for detecting, addressing and preventing fraudulent situations
High School Diploma or Equivalency PLUS
1-2 years of related professional experience (banking/financial services industry or customer service) OR 2-4 years of overall experience
Bachelor's Degree desired and may be considered as 1-2 years overall experience