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Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of its clients and communities in the Greater Washington region for more than 150 years? If so, Sandy Spring Bank may be the perfect fit for you!
Sandy Spring Bank is a growing financial services company focused on creating real experiences for our employees, clients, shareholders and communities. We are proud to have been certified as A Great Place To Work®, recognized by The Washington Post and the Baltimore Sun as a Top Workplace, by Forbes magazine as the #1 Bank in Maryland. It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships.
To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a remarkable place to work and build a career.
Location: 6831 Benjamin Franklin Drive, Columbia, MD 21046
****MULTIPLE POSITIONS ARE AVAILABLE****
About The Job:
Sandy Spring Bank is currently recruiting for a Client Service Specialist I. The successful candidate represents the Bank to internal and external clients in a courteous professional manner, providing prompt, efficient, and accurate service based on the bank’s Principals to provide remarkable client experiences via multiple channels to include phone, digital mediums, or mail. Under minimal supervision, and following established procedures, responds to a wide range of client inquiries including new accounts, account maintenance, and resolving problems or complaints by utilizing multiple computer applications. Actively pursues sales and enhanced service opportunities by identifying and meeting client needs and strengthens client relationships via phone, email/secure message, chat, mail, and fax.
Level I: Handles general servicing requests involving: deposit accounts, loan accounts, debit cards, online/mobile banking password resets (retail and business), and online navigational support (SSB website, BankXpress, and retail mobile banking). Opens research requests as necessary through appropriate channels (CX360, SpringNet, or email proxy boxes) and follows up with the client as necessary.
MAJOR JOB ACCOUNTABILITIES:
- Represents the Bank to clients in a courteous, professional manner, and provides prompt, efficient, and accurate service by phone, mail, and/or e-mail/secure message. Answers questions and solves routine problems for clients concerning all services provided by the Bank by listening to problems, researching and collecting data, securing answers, and reporting results to the client in a timely manner. Demonstrates product and system knowledge to assist clients with questions. Accurately records calls and documents client information for research and follow up by Support Team and/or other operational areas of the Bank. Contacts clients according to department standards to follow up on requests and ensure client satisfaction.
- Facilitates opening and services all deposit accounts products identifying needs and making recommendations that meet the client’s and the bank’s financial goals. Makes appropriate referrals for investment services, trust services, mortgage loans, etc. Responsible for meeting monthly service quality and sales goals. Requires knowledge of all types of consumer loans to sell and service appropriately. Accesses and utilizes loan inquiry screens with speed and accuracy to provide remarkable service to our clients. Provides support for promotional activity, new product introduction, and enhancements for other departments such as Marketing, EFT Services, and Consumer Lending.
- Acts as point of contact for digital services users including PC, web, mobile, and telephone banking products. Maintains knowledge on setup and use of these products. Troubleshoots connectivity problems as well as service problems and escalates unusual situations to appropriate team member.
- Provides client support for card inquiries that require specific research in separate systems. Troubleshoots service problems and refers unusual situations to appropriate team member or supervisor. Identifies unauthorized card activity and initiates affidavits.
KNOWLEDGE, SKILLS, AND ABILITIES:
Level I: Position requires minimum 12 months of work experience in retail banking or customer service/Contact Center.
a) Extensive knowledge of PC modem connections, Internet access, and web services is also required.
b) Must have remarkable telephone and written communication skills; attention to detail; strong organization skills; and negotiation/sales skills and/or aptitude. A strong speaking voice is required with the ability to clearly express oneself over the telephone.
c) Must be able to operate a personal computer, mobile device, and Contact Center Software. Knowledge of standard Microsoft Office and windows-based office software is expected.
d) Interpersonal skills are necessary to maintain a professional, friendly, and courteous demeanor throughout the day with clients over the phone. Work requires regular contact with diverse groups internally and externally.
e) The ability to express ideas effectively in English, written and oral, well enough to comprehend instructions, be understood by contacts, and legibly complete standard forms is required.
f) Work is under occasional supervision where independent judgment is sometimes required in the interpretation of existing policies and procedures and guidelines. Refers unusual matters to supervisor or Team Leader.
SPECIFIC PHYSICAL REQUIREMENTS:
Work requires reasonable mobility in and around the work area. Ability to use standard computer and phone systems is required
WORKING CONDITIONS:
Normal office environment where there is almost no discomfort due to temperature, dust, noise, or other disagreeable elements.
Work includes little or no potential exposure to hazardous conditions.
Must be able to travel to remote company and/or client locations.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Sandy Spring Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.
Sandy Spring Bank partners with various job boards to advertise our openings. Please visit our website, www.sandyspringbank.com to confirm the validity of the job posting to avoid any potential fraudulent activity. We encourage and recommend all candidates to apply via our website.
