Client Service Specialist (CSS)

Job Purpose And Scope

Responsible for nurturing professional relationships with customers by engaging in meaningful conversations regarding their financial needs and goals, identifying referral opportunities, and processing financial transactions. Promote a positive, helpful, and friendly team environment and provide exceptional customer service at all times.

Essential Job Functions

• Cultivate professional relationships with customers, utilizing assessment tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations, and submit referrals to banking center team members or line of business partners.
• Utilize assessment tools to maintain detailed notes regarding customer conversations and interactions.
• Facilitate and process account transactions accurately and efficiently to minimize errors and reduce fraud.
• Actively participate in morning huddles.
• May open new accounts, as needed and with documented approval of management.
• Demonstrate competency and accountability to maintain banking center operational standards, ensuring compliance with internal controls, operational procedures, and risk management.
• Actively promote teamwork, leading by example and taking initiative to assist others.
• Demonstrate effective organizational and time management skills.
• Provide backup and assistance to other retail banking locations, as requested.
• Model and champion the Bank's standards for exceptional customer service.
• Demonstrate empathy and proactively resolve client concerns in a timely, professional, and positive manner, escalating issues to next level of authority, as needed.
• Enthusiastically support the bank's values and mission.
• Display a high degree of integrity, trustworthiness, and professionalism at all times.
• Complete all essential training timely.
• Display enthusiasm for continuous learning, accepting and applying constructive feedback from more experienced team members.
• Maintain consistent, good punctuality and attendance to work.
• Adhere to all Bank policies, procedures, and guidelines

Knowledge, Skills & Abilities

Basic Qualifications

Job Expectations :

Operate customary equipment and technology used in a business environment, with or without accommodation.