Client Services Specialist

SUMMARY

To ensure timely and accurate processing of customer calls, inquiries and complaints, act as liaison between the respondent banks and FNBBs Operations Division, Federal Reserve Bank and any other Correspondents and participate in bank related activities. Serve respondent bank customers by conducting a variety of tasks related to products and services offered by FNBB, open new accounts, research and resolve problems.
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 etiquette should be above reproach at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Communicate with customers in order to identify areas of need.
- Assist customers with requests or complaints, research and resolve account issues.
- Acts as liaison between the respondent bank and the Federal Reserve Bank and other Correspondent banks.
- Handle inquiries from other departments and offices of FNBB.
- Assist respondent banks with reconcilement items.
- Call banks concerning overdrawn accounts.
- Create cases in Salesforce for all conversations and emails with customers.
- Provide Netlink training to respondent bank's staff.
- Relieve front desk as needed.
- User management in NetLink and RSA token system.
- Continuing education of banking industry rules and regulations.
- Maintain a thorough understanding of all bank services and identify opportunities for new business.
- Contributes ideas and information for the development of education materials to be used for training of services.
- Other as assigned
OTHER SKILLS AND/OR KNOWLEDGE DESIRED
Experience with customer relationship management (CRM) system