What are the responsibilities and job description for the Senior Client Contact Center Specialist position at Fremont Bancorporation?
Title : Senior Client Contact Center Specialist
Location : Livermore, CA
Hiring salary range : $26.63 - $33.48 per hour
Fremont Bank founded in 1964, is one of the oldest independently owned banksin the Bay Area and is one of the top rated mid-tier banks in the nation. Voted aTop Workplace for 2023 and for the past thirteen consecutive years, Fremont Bank has an immediate opening for a Senior Client Contact Center Specialist in Livermore, CA.
Position Overview
The Senior Client Contact Center Specialist is responsible for providing support and assistance toexisting clients, potential clients, and other parties who contact Fremont Bankby telephone and / or email, including other departments. When responding toincoming phone calls and emails, the Sr. Specialist must adhere to establishedFremont Bank policies and procedures to effectively satisfy inquiries, diffusesituations, resolve problems, and fulfill services requests through a singlecall resolution while upholding company policies and procedures. The Sr.Specialist is the subject matter expert with extensive knowledge of allproducts and services with the ability to coach and train new associates withinthe department. In addition, the Sr. Specialist is expected to deliver a SixDiamond Experience on every call to improve customer loyalty and foster alifelong relationship. The Client Contact Call Center Department is ahigh-volume contact center serving customers and the sales team.
Role and Responsibilities
- Handle incoming phone calls and resolve clients inquiries and present company products and services to help clients achieve their financial goals.
- Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients' banking needs.
- Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
- Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client.
- Assist mortgage loan related clients as needed.
- Must go above and beyond to provide the "Six Diamond" experience in every interaction.
- Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity.
- Resolve client's issue by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction.
- Adherer to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests.
- Handle REG E claims for electronic transaction disputes on behalf of clients and branch staff.
- Work with internal departments to confirm and update client information and help expedite any research requests and / or refer them to the appropriate department to ensure timely responses.
- Submit Travel Advisories and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns.
- Process stop payments and stop payment releases as requested.
- Process and respond to emails or inquiries from branch associates.
- Answer client's general questions through Chat.
- Enroll clients in online banking and password reset.
- Order checks and debit cards.
- Process temporary and permanent increases on mobile and debit cards.
- Provide support to branch staff with online banking.
- Assist Commercial Loan clients with general inquiries.
- Supports and participate in all campaigns and makes outbound service and sales calls.
- Be the Subject Matter Expert for our department.
- Provide training and support to new associates.
- May provide customer support to peers and able to resolve complex issues on behalf of Team Lead.
- Under direct supervision, processes customer transactions within established guidelines.
- Identify and make sales referrals, recommend alternate channels, cross-sell bank services and products for Fremont Bank partners, and provide Six Diamond Experience customer service.
- Senior Client Contact Center Specialist will develop and improve their skills through training programs and regular feedback discussions with supervisors, which will help further their professional experience and improve their chances for even greater roles in the future.
- Required to meet quarterly sales goals.
- Perform other job-related duties as assigned.
Minimum Qualifications
Salary : $27 - $33
