Senior Client Contact Center Specialist

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 banks in the Bay Area and is one of the top rated mid-tier banks in the nation. Voted a Top 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 to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Senior Client Contact Center Specialist adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffused situations, resolve problems, fulfill services requests and cross-sell relevant products and services as presented by the client. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

Role And Responsibilities

• Handle incoming phone calls and resolve clients inquires and present company products and services to help clients achieve their financial goals
• Maintains knowledge of Fremont Bank products and services, and is able to review client’s profile to effectively promote products and/or services beneficial to the client
• 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
• Supports and participate in all campaigns and makes outbound service and sales calls
• 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 forms 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
• Utilizes professional and friendly communication when working with the clients and all levels of the
• May provide customer support to peers and able to resolve complex issues on behalf of team lead
• Be the Subject Matter Expert for our department
• Under direct supervision, processes customer transactions within established guidelines. Identifies and makes sales referrals, recommends alternate channels, cross-sells bank services and products for Fremont
• Bank partners, and provides 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
• Require to meet quarterly sales goals
• Perform other jobs related duties as assigned
  
  

Minimum Qualifications

• Associate Degree in business related field or equivalent work experience
• 3 to 5 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls
• Require telemarketing experience
• Must have banking experience in retail sales and/or call center
• Must rely on extensive experience and judgement to plan and accomplish goals
• Must demonstrate sense of urgency when dealing with all issues
• Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays
• Must be a team player and willing to take on additional responsibilities when necessary
• Must be familiar with a variety of the field’s concepts, practices, and procedures
• A wide degree of creativity and latitude is expected
• Effective written and oral communication skills, including professional phone skills
• Ability to work independently and handle multiple tasks simultaneously
• Effective problem solving skills
• Ability to organize, prioritize and exercise reasonable judgment to objectively evaluate and weigh all information and circumstances
• Should consistently display a positive and professional attitude while providing excellent customer service and support to customers and co-workers