Client Support Specialist I

SUMMARY

The Client Support Specialist is responsible for delivering a consistently exceptional customer service experience.   This critical telephone and email based role is essential to the success of the Bank and requires a focus on team, creating customer satisfaction, and taking ownership of resolving various inquiries.  This is a customer service contact center, entry-level job. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job. 
• Answers phone calls and emails from customers in a professional and courteous manner.
• Identify customers’ needs quickly and take appropriate action to ensure those needs are met. Perform research and work cross functionally to escalate and resolve problems. 
• Resolves technical customer issues in an effective and expedient manner.
• Creates and maintains case documentation in a CRM portal to record customer incidents, including a complete description of the problem, what actions have been taken, customer impact and resolution.   
• Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operations excellence. 
• Identifies and relays service solutions and efficiencies with proven results.
• Understands Commercial Banking and Treasury products and processes and is able to provide assistance troubleshooting various products. 
• Provide, present, and promote the Citizens Experience to all external and internal customers. 
• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE

High School diploma or GED; and six months related experience.  

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.   Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.  Ability to apply concepts of basic algebra and geometry, and interpret bar graphs

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER & SOFTWARE SKILLS

CERTIFICATES, LICENSES, REGISTRATIONS

N/A

OTHER SKILLS and ABILITIES

• Excellent organizational and time management skills.
• Ability to resolve customer issues in a timely manner.
• A general understanding of Commercial Banking, including Treasury products and processes, is preferred. 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the associate is regularly required to talk or hear.  The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel.  The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl.  The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms.  The associate must occasionally lift and/or move up to ten (10) pounds. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work environment is usually moderate.