Client Services Associate

SUMMARY:
Responsible for assisting Client Services and operations departments with depositor (“client”) day-to-day support functions.

ESSENTIAL FUNCTIONS:
The following is a list of essential functions which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

ESSENTIAL DUTIES & RESPONSIBILITIES
 Interact with clients via telephone, email, online chat, or in-person to provide account support.
 Assist with the administrative and operational components of onboarding and maintaining client accounts.
 Participate in user acceptance testing (UAT) of core system and client-facing applications in order to support customers’ needs.
 Field client questions or concerns and escalate inquiries to applicable personnel.
 Troubleshoot and resolve inquiries for online banking users.
 Maintain filing systems.
 Perform other duties as assigned.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
 Service-oriented and proven problem resolution skills.
 Excellent interpersonal, verbal and written communication skills. Communicates with tact, diplomacy, and discretion, as well as the ability to maintain confidentiality.
 Proficient in Microsoft Office: Outlook, Teams, Word, Excel, SharePoint, etc.
 Experience with Salesforce preferred, but not required.

EDUCATION & EXPERIENCE:
 Minimum: Associate’s degree in Business or related field.
 Five (5) plus years of experience in a customer service or administrative role, preferably within the financial services industry.

LICENSES & CERTIFICATIONS:
 Minimum: None

SKILLS & COMPETENCIES:
 Self-starter with a strong sense of ownership and involvement.
 Demonstrated ability to work independently, establish priorities, multi-task, and meet deadlines.
 Strong attention to detail.
 Effective interpersonal and customer service skills to communicate with a range of clientele.
 Strong organizational, time management, and planning skills.
 Ability to function well in a fast-paced environment.
 Ability to think critically and act quickly.

WORKING CONDITIONS:
Traditional office environment with no unusual work conditions.
 Prolonged periods sitting at desk and working on computer.
 Frequent use of keyboard with repetitive motion of hands, wrists, and fingers.

PHYSICAL DEMANDS:
Ampersand, Inc. promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees.
 Speaking, hearing, and vision are required to perform essential functions.
 Digital dexterity and hand/eye coordination in operation of office equipment.
 Light lifting (~25 lbs.) and carrying of supplies, files, etc.
 Body motor skills sufficient to enable the incumbent to move from one office location to another.