Senior Client Contact Center Specialist

The Senior Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Sr. Specialist must adhere to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, and fulfill services requests through a single call resolution while upholding company policies and procedures. The Sr. Specialist is the subject matter expert with extensive knowledge of all products and services with the ability to coach and train new associates within the department. In addition, the Sr. Specialist is expected to deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

• Handle incoming phone calls and resolve clients inquiries and present company products and services to help clients achieve their financial goals.
• Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients’ banking needs.
• Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs.
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client.
• Assist mortgage loan related clients as needed.
• Must go above and beyond to provide the “Six Diamond” experience in every interaction.
• Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity.
• Resolve client’s issue by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction.
• Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests.
• Handle REG E claims for electronic transaction disputes on behalf of clients and branch staff.
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses.
• Submit Travel Advisories and assist with ATM questions from clients.
• Work with the ATM Department to help expedite any issues, questions or concerns.
• Process stop payments and stop payment releases as requested.
• Process and respond to emails or inquiries from branch associates.
• Answer client’s general questions through Chat.
• Enroll clients in online banking and password reset.
• Order checks and debit cards.
• Process temporary and permanent increases on mobile and debit cards.
• Provide support to branch staff with online banking.
• Assist Commercial Loan clients with general inquiries.
• Supports and participate in all campaigns and makes outbound service and sales calls.
• Be the Subject Matter Expert for our department.
• Provide training and support for new associates.
• May provide customer support to peers and be able to resolve complex issues on behalf of Team Lead.
• Under direct supervision, processes customer transactions within established guidelines.
• Identify and make sales referrals, recommend alternate channels, cross-sell bank services and products for Fremont Bank partners, and provide Six Diamond Experience customer service.
• Senior Client Contact Center Specialist will develop and improve their skills through training programs and regular feedback discussions with supervisors, which will help further their professional experience and improve their chances for even greater roles in the future.
• Required to meet quarterly sales goals.
• Perform other job-related duties as assigned.
• Associate degree in business related field or equivalent work experience.
• 2 -3 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls.
• Require telemarketing experience.
• Must have banking experience in retail banking.
• Must rely on extensive experience and judgement to plan and accomplish goals.
• Must demonstrate sense of urgency when dealing with all issues.
• Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays.
• Must be a team player and willing to take on additional responsibilities when necessary.
• Must be familiar with a variety of the field’s concepts, practices, and procedures.
• A wide degree of creativity and latitude is expected.
• Effective written and oral communication skills, including professional phone skills.
• Ability to work independently and handle multiple tasks simultaneously.
• Effective problem-solving skills.
• Ability to organize, prioritize and exercise reasonable judgment to resolve escalated issues.
• Should consistently display a positive and professional attitude while providing excellent customer service and support to customers and co-workers.
• Punctuality and reliability are required.
• Successfully pass the Operation Exam and obtain Signing Authority.
• NMLS Number is required.