Client Service Center Representative I-III

We are building a new Client Service Center Representative Team in Roseville! Depending on experience, you could be the next Client Service Center Representative I, II, or III. Flexible hours are required. The shifts are scheduled between the hours of 7:00am and 8:00pm. Please see below for more details and we look forward to connecting with you! Apply today!

Summary: Client Service Center Representative I:

Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative I supports the Bank and its clients by (1) developing a strong knowledge of products, services, systems, policies and processes of the bank, and (2) exercising strong customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Summary: Client Service Center Representative II:

Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative II supports the bank and its clients by (1) developing a strong knowledge of products, services, systems, policies and processes of the bank, and (2) exercising strong customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Summary: Client Service Center Representative III:

Under direct supervision of the Client Service Center Supervisor, the Client Service Center Representative III supports the bank and its clients by (1) developing an advanced knowledge of products, services, systems, policies and processes of the bank, and (2) exercising excellent customer service skills while assisting existing and potential clients through telephone and written communications. This individual effectively solves client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Qualifications: Client Service Center Representative I:

• Minimum of 1 year of experience in banking deposit operations
• Previous experience in a client support role
• Available to work a flexible schedule during the hours the Client Service Center is operational
• Strong phone and verbal communications skills, along with active listening
• Client focus and adaptability to different personality types
• Experience with the DNA and Q2 systems is preferred but not required
• Proficient in providing technical level support
• Proficient in Microsoft Office Suite including Word, Excel, and Outlook
• Ability to multi-task in a fast-paced environment

Qualifications: Client Service Center Representative II:

• Minimum of 2 years of experience in banking deposit operations
• Previous experience in a client support role
• Available to work a flexible schedule during the hours the Client Service Center is operational.
• Strong phone and verbal communications skills, along with active listening, with an ability to de-escalate more complex client situations
• Client focus and adaptability to different personality types
• Experience with the DNA and Q2 systems is preferred but not required
• Proficient in providing technical level support
• Proficient in Microsoft Office Suite including Word, Excel, and Outlook
• Ability to multi-task in a fast-paced environment

Qualifications: Client Service Center Representative III:

• Minimum of 3 years of experience in banking deposit operations
• Previous experience in a client support role
• Available to work a flexible schedule during the hours the Client Service Center is operational
• Excellent phone and verbal communications skills, along with active listening, with an advanced ability to de-escalate the most complex client situations
• Client focus and adaptability to different personality types
• Experience with the DNA and Q2 systems is preferred but not required
• Proficient in providing technical level support
• Proficient in Microsoft Office Suite including Word, Excel, and Outlook
• Ability to multi-task in a fast-paced environment

Essential Duties: Client Service Center Representative I:

• Manage inbound and outbound, internal and external, client calls in a timely manner
• Provide accurate and satisfactory answers to client queries and concerns
• De-escalate situations involving dissatisfied clients, offering patient assistance and support
• Handle and resolve customer complaints with tact and diplomacy
• Guide clients through troubleshooting issues, navigating the Bank’s website, online account applications, and using products or services
• Consistently models exemplary customer service
• Escalate complex issues to Client Service Center Supervisor or Manager
• Review client accounts, providing information and updates as needed
• Follow communication scripts when handling various topics when available
• Maintains thorough knowledge of bank products and services
• Cross sell additional banking products and services as instructed
• Collaborate with other Client Service Center Representatives to improve client service
• Meet quantitative and qualitative targets
• Complete other duties related to deposit operations back-office functions when not actively assisting clients on the phone
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Essential Duties: Client Service Center Representative II:

• Manage a large volume of inbound and outbound, internal and external, client calls in a timely manner
• Provide accurate and satisfactory answers to client queries and concerns
• De-escalate more complex situations involving dissatisfied clients, offering patient assistance and support
• Handle and resolve customer complaints with tact and diplomacy
• Guide clients through troubleshooting issues, navigating the Bank’s website, online account applications, and using products or services
• Consistently models exemplary customer service
• Escalate complex issues to Supervisor or Manager
• Review client accounts, providing information and updates as needed
• Follow communication scripts when handling various topics when available
• Maintains thorough knowledge of bank products and services
• Cross sell additional banking products and services as instructed
• Collaborate with other Client Service Center Representatives to improve client service
• Meet elevated quantitative and qualitative targets.
• Complete other more complex duties related to deposit operations back-office functions when not actively assisting clients on the phone
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Essential Duties: Client Service Center Representative III:

• Manage a large volume of inbound and out-bound, internal and external, client calls in a timely manner
• Provide accurate and satisfactory answers to client queries and concerns
• De-escalate the most complex situations involving dissatisfied clients, offering patient assistance and support
• Handle and resolve customer complaints with tact and diplomacy
• Guide clients through troubleshooting issues, navigating the Bank’s website, online account applications, and using products or services
• Consistently models exemplary customer service
• Escalate the most complex issues that require the manager’s attention/approval to Supervisor or Manager, as needed
• Review client accounts, providing information and updates as needed
• Follow communication scripts when handling various topics when available
• Maintains thorough knowledge of bank products and services
• Cross sell additional banking products and services as instructed
• Collaborate with other Client Service Center Representatives to improve client service
• Meet elevated quantitative and qualitative targets
• Assist with training other representatives to perform their job duties properly
• Complete other more complex duties related to deposit operations back-office functions when not actively assisting clients on the phone
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed.
• Other duties as assigned

Supervisory Responsibilities (All): These roles have no supervisory responsibilities.

Physical/Mental Demands & Work Environment (All):

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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