The Client Service Specialist is responsible for providing a full range of professional, technical, and general support to customers and Bank personnel. The incumbent in this position will provide excellent customer service to PPB Consumer and Business customers as well as internal Bank teams.
Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution
Make appropriate decisions on behalf of the customer quickly and effectively
Provide information and knowledgeable assistance efficiently and professionally
Ability to effectively prioritize work to ensure efficiency
Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department's ticketing system
Provide technical assistance, support and troubleshooting for Consumer and Business customers including but not limited to Consumer and Business Online Banking, Remote Deposit Capture, ATM Debit Card inquiries, Mobile Banking, General Account Inquiries, and password resets for various systems.
Coordinate with Bank vendors when needed in order to resolve customer inquiries. * Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
1-2 years banking experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)