Client Solutions Center Operations Specialist

Starting Pay Rate is Based on Experience - Minimum Hourly Rate:

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING companythat's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

Supervisory Responsibilities: None

Summary: The Client Solutions Center Operations Specialist is responsible for providing outstanding client experiences. The Operations Specialist position will have a thorough understanding of the various systems used in the Client Solutions Center. This position participates in the daily operational tasks of the Client Solutions Center, which could include assisting internal and external clients with account openings, account management, and other financial service needs and maintenance. The position also provides timely and efficient completion of client transactions while maintaining accurate records.

Essential Duties and Responsibilities:

Brand Ambassador/Client Experience

• Follow Centier's Mission, Essentials of Excellence and Values in all interactions.

• Provide the highest levels of quality service to clients and perform client requested service in a friendly, positive, professional manner, always using the clients' name.
• Provide accurate, satisfactory answers to client inquiries and concerns.
• Maintain a position of trust and responsibility by keeping all customer business confidential.
• Handle and resolve client problems and complaints in a quick and efficient manner either on your own or with the assistance of management, while offering patient and empathetic assistance and support.
• Consistently follow all key performance behaviors outlined in the surveys.
• Overall focus on owning the client experience effectively and efficiently to provide end-to-end servicing whenever possible.

Training and Development

• Stay up to date with pertinent information, including emails, job aids, or links that may be appropriate for the Client Solutions Center.
• Maintain files for pending and completed projects.
• Engage in personal development activities such as online learning and internal/external training to assist in career growth.
• Continuously learn and adhere to all operations, security, risk and regulatory policies and procedures; be familiar with the resources available to assist with client questions.
• Maintain a current and well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance with further development needs.
• Assist with the training and mentoring of new CSC associates.
• Advanced knowledge of Consumer and Business Accounts, including ownership scenarios, opening requirements, statements etc.
• Create, present, and support quarterly skill builders for team meetings.
• Understanding of Autobooks and other small business initiatives.
• Remain up to date on current and emerging trends and technologies and how they can be incorporated in the virtual/digital client experience.

Sales and Service

• Establish rapport with clients whether on the phone, virtually or via electronic communications, display a caring attitude, identify their needs, recommend, and explain solutions, handle objections, and ask for their business.
• Refer clients to online account opening platform to open and fund accounts.
• Identify and act on opportunities to refer clients to specialists in other lines of business.
• Build client relationships; invite clients to visit our website for current specials and events, educate on new and current products to clients, offer to send information.
• Understand, promote, and advise on the bank's products, services, and electronic delivery channels.
• Serve clients by counseling them on their financial needs and assist them through the various digital experiences.
• Actively strive to achieve individual and organizational goals and communicate progress to manager.

Productivity/Efficiencies

• Act as a liaison on behalf of clients with other departments to ensure full resolution.
• Complete and process forms on behalf of clients and requests submitted from other CSC associates.
• Order checking and line of credit checks for current and new clients.
• Assist clients with fraud resolution including completion of disputes and fraud affidavits; escalate to Fraud Operations when necessary.
• Respond to voicemails in accordance with the Essentials of Excellence.
• Log all client interactions and relevant notes in the CRM.
• Effectively monitor and complete phone queues, online account opening queues and CSC CRM case workflow queues.
• Educate clients on the bank's digital platform including navigation within the platform and the various features.
• Utilize system to perform transactions and account lookup to research and respond to client inquiries.
• Utilize the digital administrative platform to troubleshoot and resolve user digital issues; escalate to the next level when necessary.
• Follow up on online account pending applications and contact client, when necessary, through outbound calling.
• Route calls and inquiries to appropriate branch or department as necessary.
• Turn in reports to management on a weekly and monthly basis.
• Participate in weekly coaching sessions with Team Leader.
• Continuously evaluate processes, recommending process improvements to gain efficiency and/or enhance client experience.
• Monitor and respond, in a timely manner, to incoming emails/messages for team inboxes and secure messaging in accordance with the Essentials of Excellence.
• Comply with BSA/AML/OFAC regulations and guidelines while identifying and reporting any type of suspicious activity or clients to management and/or the Security Department.
• Understand and analyze ID verification results in the online account opening platform.
• Verify identity utilizing digital channels and virtual appointments.
• Successfully and efficiently identify suspicious behavior and/or information.
• Conduct interviews with clients regarding fraudulent transactions and activity.
• Effectively handle multiple, simultaneous, and changing priorities.
• Support other departments with operational short-term projects and bank-wide initiatives.

Other Duties and Responsibilities:

• The position responsibilities outlined above are not meant to be construed as encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

Skills and Experience:

• Strong communication skills, both written and verbal
• Ability to work through client concerns by listening, thinking through all options, and responding appropriately
• A patient and empathetic attitude
• Ability to multi-task and toggle between programs
• Comfortable working in a fast-paced environment
• Strong computer skills - basic working knowledge of MS Office (Word, Excel, Teams)
• Consultative skills to identify a client's financial needs
• Strong organizational skills
• Ability to work evening and weekends
• High attention to detail to ensure accuracy
• Resourcefully gains knowledge and capabilities
• Proficient in conducting client interviews inquisitively to determine authenticity of information provided

Qualifications:

• High School diploma or equivalent.
• 3+ years previous banking experience required.
• Sales experience preferred.
• Customer service experience.

What do I do now?

• Apply with us!
• Refer this opening to others!

Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.

Equal Opportunity Employer/Disability/Veteran
Centier Bankis proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.