Client Associate

The Client Associate is responsible for providing a full range of professional, technical, and general support to customers and Bank personnel. Provide excellent customer service to PPB Consumer and Business customers as well as internal Bank teams.

RESPONSIBILITIES

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution
• Make appropriate decisions on behalf of the customer quickly and effectively.
• Provide information and knowledgeable assistance efficiently and professionally.
• Ability to effectively prioritize work to ensure efficiency.
• Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department’s ticketing system. Consistently meet defined key performance indicators.
• Provide technical assistance, support, training and troubleshooting for Consumer and Business customers including but not limited to the following services: Consumer and Business Online Banking, Remote Deposit Capture, ATM Debit Card inquiries, Mobile Banking, General Account Inquiries, Password resets for various systems, Reg E claims, Bill Pay, and Telephone Banking.
• Coordinate with Bank vendors when needed in order to resolve customer inquiries.
• Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AM Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

QUALIFICATIONS

• 1–2-year banking and/or customer service experience required.