Client Delivery Specialist

Client Delivery Specialist 

Join a dynamic operations team where you'll support a range of banking services and processes. This collaborative role combines customer interaction, problem-solving, and operational expertise, offering an excellent opportunity to make a meaningful impact on client success.

THIS ROLE IS ACCOUNTABLE FOR:

• Processing transactions accurately and efficiently
• Positive customer experience 
• Adhering to policies and procedures

Accountability/Responsibilities

Processing transactions accurately and efficiently - 80%

• Provide support for phone coverage, file and documentation maintenance, large check review, and wire verification.
• Backup coverage for Lock Box and/or Non-Post items.
• Transaction and exception processing as appropriate for wire, ACH, Positive Pay and Express Deposit (remote deposit).
• Customer setup and training in systems related to wires, ACH, Positive Pay, and Express Deposit (remote deposit).
• Review, fund, settle, reconcile, and retain documentation related to warehouse loan files.
• Review collateral documentation, monitor account balances, prepare reports, and support required regulatory and operational reporting.

Positive customer experience - 10%

• Interact with customers with a pleasant demeanor such a way as to provide a positive feeling and present a positive representation of Scale Bank.
• Listen fully and probe to understand what the customer needs and wants.
• Fulfill the customer’s request in a timely manner or refer the customer to the appropriate resource within the bank for resolution.

Adhering to policies and procedures - 10%

• Fully follow documented procedures in the order prescribed and understand the implications of not doing so. 
• Be knowledgeable of the policies that apply to the procedures being administered.
• Identify and communicate opportunities for continuous process improvement to the supervisor.
• If the customer lacks an agreement, conduct a first line review of a new request and make a recommendation on whether to accommodate the customer’s request to an officer.

Team Accountabilities:

• Delighting my customers
• Giving my all
• Creating a great place to work
• Making improvements
• Keeping us compliant

Supervision

This role does not have supervisory or other work direction responsibility over other employees.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION, EXPERIENCE AND SKILLS

• High school diploma or equivalent 
• 1-2 years banking or other relevant experience
• Bank operations and/or ACH experience preferred
• Proficient in MS Office programs, especially Word and Excel 
• Professionalism 
• Writing and communication 
• Aptitude for learning new computer technologies 
• Customer Orientation – Possessing a natural inclination to view those who are served by the role as customers and acting in ways to satisfy them 
• Detail Orientation – Ability to remain focused to achieve accuracy and thoroughness 
• Problem solving – Ability to identify the underlying causes of problems and develop a variety of approaches to either address or workaround the identified root causes 
• Teamwork – Ability to foster a shared sense of purpose, collaboration, and accountability for results 
• Time Management – Ability to organize and plan work in order to meet deadlines and maximize productivity 
• Customer Service – Actively listen and engage to understand customer needs, proactively manage expectations, and honor commitments in a timely way