Client Services Representative III

Job Title

Pay Rate: $42.88 Job Summary:

Performs the most complex of duties assisting clients including opening accounts, problem resolution, transaction processing, and servicing of loans.

Essential Duties And Responsibilities:

• Responds to inquiries or complaints received through phone calls, correspondence and/or face-to-face contact with clients concerning the bank's products or services.
• Reviews and researches requests or problems obtaining necessary information from policies, procedures or practices.
• Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problem.
• Follows up, either verbally or in writing, to ensure customer satisfaction.
• Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies.
• Acts as a liaison between clients and company.
• Provides feedback to sales, quality assurance and product management.
• May compile information, prepare reports or summaries, and submit for review.
• Recommends changes to existing policies and procedures.
• May provide guidance to less experienced representatives.
• Performs other duties and responsibilities as assigned.

Knowledge, Skills, And Abilities:

In-Depth Knowledge Of:

• Company policies, procedures, practices, products and services.
• Banking operations, procedures, and policies.

Skill In:

• Operating standard office equipment and using required software applications to produce correspondence, reports, electronic communication, spreadsheets, and databases.
• Mathematical abilities sufficient to process and balance daily business transactions.
• Written and verbal communication skills sufficient to interact effectively with external and internal clients.

Ability To:

• Organize and prioritize workload to meet deadlines.
• Provide courteous, timely service when addressing client issues and transactions.
• Use good judgment in responding to complex client issues.
• Coach staff on client services issues.

Educational/Previous Experience Requirements:

• High School Degree or equivalent with three (3) years of customer service experience. ~or~ An equivalent combination of education, experience and/or training approved by Human Resources.