Customer Service Specialist

Job description

Company Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

Job Description

The IDBAccess Customer Service Specialist is tasked with assisting clients during the onboarding process, providing technical and training support for treasury services, and offering online banking support.

• Takes charge of client onboarding for Treasury Solutions and Banking products, collaborating with Treasury Management Sales and internal business markets.  This involves pre-filling paperwork, scheduling and conducting client training, ensuring post-setup follow-up for satisfactory client experience.
• Establishes robust partnerships and open communication with the business, operations, IT, and client service teams to effectively manage client onboarding, technical support, service/product upgrades, and hand-offs.
• Engages with internal business units to ensure timely delivery of necessary documentation for a smooth service launch.
• Collaborates and liaises with vendors as it relates to client onboarding, trouble shooting, application performance and business needs.
• Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements.
• Cultivates strong relationships with new customers to ensure successful new account setup, service launches and key influencer for continued client retention.
• Responsible to multi-task by assisting clients/internal partners via various methods of communication (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.
• Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help build high-touch brand.
• Self-Starter that consistently approach their tasks with integrity, accountability, consider client and bank reputational risk, follow compliance guidelines and company policies with a high level of care.
• Team player that participates in internal activities, training, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.

Qualifications

• 3+ years of relevant experience in the treasury products and financial industry with strong client service orientation.
• Knowledge of regulatory requirements related to financial transactions is highly desirable.
• Passion for providing white glove customer service. Excellent customer service and communication skills.
• Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity.
• Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations.
• Desire to be part of a team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious.
• Self-starter with the ability to multi-task/prioritize workload to ensure timely, efficient and accurate execution.
• Associate Degree/Bachelor Degree or transferrable experience for position.
• Excellent interpersonal and communications skills both written and oral.
• Proven ability to effectively multi-task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.

Technology Skills:

• Strong technical skills including MS Office: Excel, Word and PowerPoint
• Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
• Jack Henry/SilverLake, FiServ Commercial Center, FIS, Deluxe applications and/or experience of similar banking and treasury management applications is a plus but not required.

Please note that this role requires on-site presence, while the Bank has a hybrid schedule it is dependent on the position, the hiring manager and business needs. Some roles are required to be 5 days in the office.

Additional Information

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

All your information will be kept confidential according to EEO guidelines.

Due to COVID-19, we are now operating on a hybrid schedule. We value the safety of our employees because we’re all in this together.

NO AGENCIES PLEASE.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.