Client Support Specialist (Tier 2) - Lake Ridge Bank

Are you ready to take your career to the next level? Join our dynamic team as a Client Support Specialist and become a vital part of our Lake Ridge Bank team! In this exciting role, you will provide top-tier support, engage in thorough research, and expertly handle complex client interactions. Use your expertise to assist clients with sensitive and intricate financial matters while embodying our core values of extraordinary service, a growth mindset, trustworthiness, teamwork, and community. If you're passionate about making a real impact, we want you on our team!

Quality Client Service:

• Handle inbound calls with a focus on high-quality service.
• Provide clear and concise information regarding account inquiries.
• Promote and maintain positive relations with all internal and external contacts, clients and potential clients.
• Ensure that clients understand our products and/or services; provide additional information as necessary.
• Research and assist in problem solving all other client issues/concerns as needed.
• Take ownership of every call whether it requires a call back, extended research, or assistance from other departments.
• Contribute ideas on ways to resolve problems to better serve the client and/or improve productivity and efficiency.

Advanced Account Services, Account Management and Financial Services Support:

• Facilitate the closing of accounts, ensuring a smooth and compliant process.
• Manage CD (Certificate of Deposit) renewals with attention to client’s financial goals.
• Oversee and process online applications for various banking products.
• Issue and troubleshoot Business Online Tokens for enhanced client security.
• Research contact information on the origination of unidentified ACH transactions upon client requests
• Handle sensitive matters such as death notifications with compassion and professionalism.
• Process Direct Deposit and Auto Transfer forms, ensuring accuracy and timeliness.
• Complete Payment Authorization forms with a high degree of accuracy.
• Address and resolve Secure Now - Client 360 Cases, protecting client information.
• Research and Inquiry Resolution by conducting Non-Post Web director searches to resolve transactional discrepancies.
• Manage and fulfill other DocuSign client requests efficiently.
• Respond to internal requests, providing expert support to other departments.
• Address loan-specific inquiries with detailed knowledge of loan products and servicing.
• Tier 1 Support Escalation. Serve as the next point of escalation for all calls and issues that Tier 1 requires assistance with, providing mentorship and guidance.

ITM Area Rotation:

• Accurately and efficiently process transactions at the Interactive Teller Machine (ITM), including cashing checks, withdrawals, deposits, and loan payments.
• Conduct a detailed review of captured image items to ensure the accuracy of transactions.

Other Responsibilities:

• Communicate openly and honestly with team members and management.
• Works as part of a team to accomplish office/dept goals. This includes working additional hours as needed and/or taking on additional responsibilities as needed within other rotations.
• Participates in internal/external training as appropriate.
• Participates in community involvement/bank activities as appropriate.
• Perform all other duties as assigned or requested.

Adhere to all Bank Security/Compliance Regulations

• Complete all annual bank security and compliance training.
• Adhere to Bank Security/compliance and policy guidelines.
• Always maintain confidentiality of client information.
• Stay current on all compliance regulations, required through training and daily education.

• Associates degree in Business, Accounting, Finance and/or 3-4 years of experience within a financial services work environment.
• 1-2 years previous client service experience, particularly in a call center or banking environment, is valuable.
• Demonstrated ability to handle complex financial transactions and sensitive client situations.
• Solid understanding of financial products and services.
• Strong working knowledge of Microsoft Office Suite, proficient typing/keyboarding skills.
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
• Strong attention to detail with excellent follow up skills and the ability to work efficiently, accurately, and independently.
• Willingness to work toward goals and performance standards of the department including the ability to put forth the extra effort necessary to make the department a successful operation: (i.e. working additional hours, attending outside educational programs, etc.)
• Flexibility with hours in order to meet the demands of the department.
• Ability to speak, read, write and understand English well and speak clearly.
• Willingness and ability to participate in community functions where the office is involved.
• Demonstrated ability to represent the organization in a professional, positive manner.

The hours for this role will be between the hours of 7:45 AM to 5:45 PM Monday through Friday and one Saturday a month, 7:45 AM to 12:15 PM. Flexibility in scheduling may be needed on occasion.

The Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer. Minorities, Females, Veterans, and Individuals with Disabilities encouraged to apply.

Consistent with Lake Ridge Bank’s commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bankprovides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.