Client Service Advisor

Client Service Advisor

Contract Duration 3+ Months

Job Responsibilities:

Client Service Advisor serves as the primary contact for service requests and technical support of clients resolving a variety of client operational issues or bank transaction inquiries.

Receives requests through various channels and generates resolution by navigating, researching, or escalating the issue typically guided by precedent and/or established procedures.

Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution.

Provides client information on their financial business needs in a timely manner.

May also be responsible for influencing client adoption of online tools.

Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and policies are adhered to.

Essential Functions:

Client Service Advisor provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but are not limited to: a general bank request or action; assistance with bank products; and/or technical support.

Formulates responses or implements action under supervision which may result in the inquiry being resolved during initial contact or may perform additional research, problem-solving, or escalation to other internal partners.

Problem-solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs.

General/routine inquiries may include, but are not limited to the following:

General account and/or product support inquiries

User administration inquiries and associated online training

Operational troubleshooting for all products and services

Liaison between client and internal business partners for problem resolution

Fraud monitoring, risk identification/resolution

Assistance on bank products may include, but is not limited to the following:

Depository products (DDA, CD, MMA),

Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).

Technical support to clients may include, but is not limited to the following:

client's eConnect – business partner training

QuickBooks navigation and troubleshooting

Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support, and other credit card-related research.

Required Skills:

Able to multi-task in a fast-paced and extremely dynamic environment

Capable of understanding client inquiries

Solid written and verbal communication skills with the ability to convey information

Desire to learn and develop a full understanding of products, processes, and enhancements

Ability to follow instructions

Able to identify issues, determine resolution, or escalate when appropriate

Capable of acting as a client advocate and being accountable for “closing the loop”

Strong attention to detail

Able to recognize key operational risks facing clients and the company and escalate

Required Education and Experience

High School Diploma or Equivalency PLUS

2-3 years of professional experience in customer service

3-4 years of overall experience

Note:

100% Remote role- Phoenix or Salt Lake area.

Benefits:

Medical, Vision, and Dental Insurance Plans

401k Retirement Fund

About The Company:

Our client helps innovators, enterprises, and investors move bold ideas forward fast by providing a range of financial services to companies of all sizes in innovation centers around the world. With their dedication to the success of the innovation economy, they help promising companies and partners to innovate, thrive, and create jobs, providing a culture where their employees can learn and grow and together build a more just world.

The innovation sector is essential to the transition to a sustainable, low-carbon, net-zero emissions economy. Supporting their clients who are building new sustainability solutions is the most effective way for our clients to tackle climate change, which presents a systemic risk to society, the financial system, our clients, and our company. As the bank of the innovation economy, and in alignment with our mission to help our clients succeed and innovate for a better world, our client has committed to providing at least $5 billion in loans, investments, and other financings to support sustainability efforts by 2027.

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