Client Services Specialist

Benefits:

• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
  
  
  

SUMMARY:

To ensure timely and accurate processing of customer calls and emails, act as liaison between the respondent banks and FNBB’s Operations Division, the Federal Reserve Bank/any other Correspondents, and participate in bank-related activities.

Client Services Specialists serve respondent bank customers by conducting a variety of tasks related to products and services offered by FNBB to include operational services support (wires, coin and currency, check adjustments, check fraud, Instant Pay, International, NetLink), research requests, problem resolutions, training, and other miscellaneous support.

This person must conduct themselves in a professional manner to build and maintain the trust and respect of customers, both internal and external. All employees of FNBB are expected to conduct business in a courteous, friendly, professional manner and their behavior should at all times be above reproach.

Telephone and email etiquette should be above reproach at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Promptly answer the Client Services/Operator telephone and emails
• Communicate with customers to identify areas of need and resolve quickly and efficiently
• Assist customers with requests, transactions, research, reconciliation, and problem resolution
• Create detailed cases in Salesforce for all telephone conversations and emails with customers - include the initial discussion, any research, and the resolution
• Acts as liaison between respondent banks, the Federal Reserve Bank, and other Correspondent banks/upstreams
• Respond to inquiries from other FNBB departments and offices
• Contact respondent banks concerning overdrawn accounts
• Responsible for audits and bank monitoring as assigned
• Become proficient with FNBB's NetLink online banking system - including Paylogics and international platforms
• Become proficient in FNBB's RSA token management software
• The Baton Rouge Office front desk is under Client Services. Client Services Specialists that are not assigned to this desk will serve as backup for the front desk for breaks, vacations, etc. as assigned
• Continuing education of banking industry rules and regulations
• Maintain a thorough understanding of all FNBB services and identify opportunities for new business through the monitoring of trip reports and Salesforce cases
• Contribute ideas and information for the development of education materials to be used for customer and/or internal training
• Attend industry events and/or conferences as assigned
• Other duties as assigned by the Client Services Manager