The Client Support Specialist II position within the Startup Banking Support team supports various portfolios within Startup Banking for all their servicing needs. They are driven to meet client needs through an accurate and timely processing of cases via several channels that include, phone, email, and chat. Excels at delivering winning solutions to our clients and strive to deliver a world-class, global banking experience for our clients. Facilitates processes and associate workflow while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. May guide less experienced specialists on the team through knowledge in the area of work.

This is a hybrid position. Candidates must live within a commutable distance to the office location. The schedule for this role is typically Monday through Friday (subject to change based upon business needs) of 8 AM - 5 PM Pacific Time.

Responsibilities

• Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.

• Assist in a wide variety of client requests through incoming phone/email/chats, and servicing, including: online banking navigation, wires, DDA and money market account maintenance, additional accounts, credit and debit cards, bill pay, mobile deposits, and loans.

• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Partner with onboarding and sales team focusing on the client experience specifically for the first 90 days from onboarding.
• Partner with operations team ensuring RMS tickets are processed in a timely manner.
• Supports an assigned portfolio of clients as first point of contact for addressing day to day requests and technical support needs, resolving client operational issues or bank transaction inquires.
• Problem solving and researching difficult client issues to find solutions.
• Evaluates each transaction and accesses the appropriate actions and/or response, including probing for additional information, researching, escalating, developing solution, or engaging the SUB Sales Team and/or the Deal Team or Product Advisors as needed.
• Identifies and implements potential additional products/services and collaborates with internal partners to advise the client on options to improve client experience, minimize risk, and/or positively inspire change in client operations related to bank needs.
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
• Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.

Qualifications

• High School Diploma or GED and 2 years of experience in Financial Services or Operations Support

Additional Preferred Qualifications

• Able to multi-task in a fast-pace and extremely dynamic environment
• Self-starter
• Proven ability to develop strong positive relationships with external clients and internal partners
• Adept at understanding and interpreting simple to highly sophisticated client inquiries
• Strong analytical skills with aptitude for determining root cause or underlying circumstances and identifying potential solutions
• Excellent written and verbal communication skills with ability to convey information effectively, diplomatically and tactfully with a wide variety and level of internal partners and clients
• Desire to learn and develop a full understanding of products, processes, and enhancements and committed to continued professional improvement
• Strong attention to detail and problem solving abilities
• Experience in Fiserv, CRM, Microsoft Office 365 preferred