What are the responsibilities and job description for the CLIENT SERVICE ASSOCIATE position at Scale Bank?
CLIENT SERVICE ASSOCIATE
(Entry level)
POSITION SUMMARY: This role's primary responsibility is to exceed client’s expectations through delivering a seamless new client onboarding experience and working cross-functionally to provide excellent service for new and existing customer’s ongoing account maintenance.
THIS ROLE IS ACCOUNTABLE FOR:
- Ongoing maintenance for cash management and account services
- Onboarding of new clients and services
- Providing top-tier service with an emphasis on continued process improvement
Accountability/Responsibilities
Ongoing maintenance for cash management and account services - 50%
- Provide ongoing administration of cash management agreements and changes in services, authorized users, and permissions.
- Provide and/or coordinate ongoing customer support for cash management products and services, including taking responsibility for issue resolution.
- Provide ongoing administration of documentation for changes in ownership, signers, and company permissions.
- Responsible for understanding all products and services that are offered to best suit client’s needs.
Onboarding of new clients and services - 30%
- Plan, organize & coordinate tasks to ensure a superior client onboarding experience.
- Create, prepare documentation for new client onboarding and cash management products.
- Successful customer implementations of new services, including but not limited to: activating services ensuring proper set up, preparing documentation, user access, limitations, and pricing.
- Work cross-functionally to plan, organize, and coordinate tasks to meet deadlines assigned through customer implementation.
- Provide and/or coordinate customer support, communications, and training as needed to assist the customer with implementations.
Providing top-tier service with an emphasis on continued process improvement - 20%
- Participate in and contribute to projects for organizational initiatives, taking an active approach in identifying and recommending improvements to existing processes and products.
- Communicate effectively with all levels of external clients and internal teams, establishing and maintaining positive working relationships.
- Respond and track unique client needs and situations to affect a positive outcome when presented with obstacles and challenges.
- Actively ensure compliance with the Fidelity Bank code of conduct and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies, and procedures.
Team Accountabilities:
- Delighting my customers
- Giving my all
- Creating a great place to work
- Making improvements
- Keeping us compliant
Supervision
This role does not have supervisory or other work direction responsibility over other employees.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Requirements:EDUCATION, EXPERIENCE, AND SKILLS
- High school diploma
- Customer service experience
- Banking experience is a plus
- Ability to exercise judgment, raise questions to management, and adhere to policy guidelines
- Customer Service Skills– Possessing a natural inclination to view those who are served by the role as customers and acting in ways to satisfy them
- Time Management – Ability to organize and plan work in order to meet deadlines and maximize productivity
- Detail- Oriented – Ability to remain focused to achieve accuracy and thoroughness
- Communication – Excellent verbal and written presentation and communication skills
- Initiative – Possessing a sense of urgency and willingness to jump in to get tasks and projects completed, solve problems, or suggest improvements
- Strong computer skills: Microsoft Excel, Word, Adobe, and PowerPoint; ability to learn multiple systems
