Client Care Center Officer

GENERAL SUMMARY

Responsible for assisting and servicing clients through inbound and outbound calls.  Perform regular daily officer functions which include coordinating daily activities of a client service team and responding to client inquiries. Act as second-tier support for complex account servicing. Provide training and daily supervision to team members. Consistently deliver a high level client service experience. Ensure regulatory compliance and adherence to bank policies and procedures.  

ESSENTIAL FUNCTIONS

• Answer and direct incoming calls in a timely, professional, and courteous manner. Provide coverage for client service specialists when needed including performing daily operational functions, online banking, and related service requests/maintenance.
• Support and assist client service specialists with complex client servicing and escalated service issues.
• Ensure all daily operational functions including online banking enrollments, email inquiries and voice messages are completed and responded to in a timely manner.
• Participate in assigned projects and perform user acceptance testing with system upgrades and enhancements.
• Maintain appropriate department records and logs.
• Ensure client complaints are promptly resolved following established complaint procedures.
• Maintain department abandoned rates and wait times at acceptable levels. 
• Create monthly work schedules along with department managers and ensure all work shifts are covered.
• Provide communication to team members of updates related to products, services, promotions, procedures, and process changes.
• Work closely with department managers in team building, mentoring, coaching and staff training. 
• Reinforce and ensure client service specialists adhere and comply with bank policies, procedures, and compliance regulations.
          

QUALIFICATIONS

Education: High school degree or equivalent.  College degree a plus.

Experience:           

• Minimum three years’ customer service experience within a call center environment. 
• Minimum two years’ experience with online banking products. 
• Minimum two years of banking experience.
• Knowledge of complex support application systems.                                                       

Skills/Ability:        

• Strong active-listening and verbal-communication skills.
• Exceptional interpersonal and rapport building skills.
• Proficient in problem solving.                                    
• Knowledge of banking operations and understanding of banking products and services.
• Ability to work in a team-oriented environment.
• Demonstrated ability to provide exceptional client service.
• Ability to multitask and manage time effectively. 
• Adapt to change within a fast-paced environment.    
• Proficient with computer applications (Microsoft Word, Excel, Outlook)
• Flexible with work hours. Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

OTHER DETAILS

$24.00 – $28.00 / hour
Pay determined based on job-related knowledge, skills, experience, and location.