Job Description
The Banking Services Specialist is the primary point of contact for existing and prospective clients, as well as internal branch staff. This role delivers exceptional service via phone, email, and chat while adhering to established policies and procedures to resolve inquiries efficiently. Specialists are expected to achieve first-call resolution, maintain compliance standards, and provide a “Six Diamond Experience” on every interaction to strengthen client loyalty and foster long-term relationships. This is a high-volume, fast-paced contact center environment supporting both customers and the sales team.
Key Responsibilities Respond promptly and professionally to inbound phone calls, emails, and chat inquiries, resolving client issues and fulfilling service requests in accordance with company guidelines. Proactively offer banking products and services to help clients achieve their financial goals while meeting established sales and service targets. Maintain a comprehensive knowledge of bank products, services, and policies to accurately address customer needs and promote appropriate solutions. Partner with Bankers, Commercial Loan Officers, Financial Advisors, and Mortgage Officers to connect clients to subject-matter experts for specialized financial needs. Provide support to branch staff on client account inquiries, online banking, and other service-related matters. Assist clients with mortgage loans, commercial loan inquiries, home equity lines of credit, and related services. Ensure every interaction reflects the “Six Diamond Experience” through accuracy, integrity, and high-quality service. Investigate and resolve customer issues by recommending solutions, processing adjustments, and following up to ensure satisfaction. Process routine client transactions, including stop-payments, travel advisories, Reg E claims, check orders, debit card requests, and mobile/debit card limit increases. Enroll clients in online banking, handle password resets, and assist with ATM-related questions in coordination with the ATM Department. Confirm and update client information while coordinating with internal departments to expedite research requests or refer to the appropriate team. Meet or exceed quarterly sales and performance goals. Perform additional duties as assigned to support the department and organization. Qualifications Associate degree in a business-related field, or equivalent work experience. Minimum of 2 years’ experience in a high-volume call center, including handling escalated customer calls. Prior telemarketing and retail banking experience required. Familiarity with banking concepts, practices, and procedures. Exceptional customer service and communication skills, including professional phone etiquette. Proficiency in multitasking and navigating multiple systems/applications simultaneously. Strong analytical and problem-solving skills with high attention to detail and accuracy. Ability to exercise initiative and independent judgment in non-routine situations. Self-motivated with a positive, “can-do” attitude and ability to troubleshoot client technical issues. Reliable, punctual, and able to work independently in a fast-paced, deadline-driven environment. Flexibility to work schedules determined by business needs, including weekends and holidays. Equal Opportunity Employer / Disabled / Protected Veterans The Know Your Rights poster is available here:This company offers growth and a great group of people to work with.
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