Client Care Specialist

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Located in Phoenix, AZ

Salary: 22

WHAT IS THE OPPORTUNITY?
The Client Care Specialist is responsible for responding to and handling a broad range of complex operational issues for all client levels and all levels of colleagues, delivering an exceptional client service experience aligned with the organization’s brand promise. Manage client conversations with a focus on quality. Independently analyze and resolve complex operational problems on clients' accounts. Independently handle issues for deposits, savings, loans, credit cards, ATM/check cards, CDs, IRAs, and wire transfers, and process transaction requests as needed. Provide first-tier technical and navigational assistance for online personal products and services to external and internal clients. Provide guidance to clients on issues requiring immediate attention. Inform Contact Center Management of potential problem situations and issues requiring escalation. Provide feedback from clients to management regarding service quality, products, services, client-impacting issues, and fee concerns. Review online manuals and reference guides to ensure adherence to policy and procedures. Identify suspicious calls or situations requiring escalation and follow established procedures to ensure client personal and account information is safe and secure.

WHAT WILL YOU DO?

  • Respond to and resolve complex operational issues for clients and internal personnel across multiple departments
  • Handle a high volume of inbound calls in a fast-paced contact center environment across multiple service areas
  • Provide first-tier technical and navigational support for online and mobile banking platforms
  • Analyze client accounts and independently resolve issues related to deposits, savings, loans, credit cards, and wire transfers
  • Process transactions including payments, address updates, and service requests
  • Escalate complex or sensitive issues to leadership when appropriate
  • Resolve client complaints and de-escalate high-pressure situations professionally
  • Assist clients with urgent issues such as fraud concerns, lost/stolen cards, login issues, and transaction disputes
  • Educate clients on products, services, and account features to improve their overall experience
  • Review internal resources and documentation to ensure compliance with policies and procedures
  • Maintain up-to-date knowledge of products, services, and regulatory requirements
  • Manage and track client service cases through resolution
  • Utilize contact center systems such as soft phones and call routing tools to manage workflow efficiently
  • Monitor call queues and remain available to support service level goals
  • Support marketing initiatives by identifying opportunities and connecting clients with appropriate internal partners
  • Process service charge adjustments within authorized limits using sound judgment
  • Assist with executive call routing and ensure proper handling of high-level communications
  • Follow all compliance, regulatory, and internal policy requirements
  • Complete additional duties and projects as assigned

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications

  • Minimum 1 year of Contact Center experience
  • Minimum 2 years of banking experience

Additional Qualifications

  • Knowledge of banking operations including debit/credit cards, deposits, wire transfers, lost/stolen items, telephone transfers, stop payments, marketing support, and new business referrals
  • Knowledge of mobile and online banking, digital wallets, smartphones, tablets, remote deposit capture, and online bill pay
  • Experience with Contact Center technologies including ACD, VRU, softphones, and related systems
  • Strong customer service skills with the ability to remain calm in high-pressure situations
  • Excellent written and verbal communication skills
  • Proficiency in Windows operating systems (Mac experience is a plus)
  • Ability to work independently to research and resolve complex issues
  • Ability to multitask in a fast-paced environment while delivering effective solutions to meet client needs

#2107

Express Office: Peoria
8345 West Thunderbird Road
Suite B-107
Peoria, AZ 85381
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