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Client Care Representative

Company: (IABA) Institute for Applied Behavior Analysis
Location: Lakewood
Posted on: September 25, 2022

Job Description:

Essential Job Functions:

  • Committed to meeting phone, email and chat queue expectations.
  • Provide excellent client service.
  • Understand and interpret banking transactions and how they impact the client's deposit and/or loan account at an intermediate level.
  • Understand, interpret and research difficult internal and external client concerns and resolve most independently.
  • Intermediate proficiency in navigating multiple systems for each call type.
  • Establish or re-establish online banking access for clients. Resolve client concerns regarding digital access and/or challenges at an intermediate level.
  • Author informal written communications/emails for internal and/or external Clients, management and employees.
  • Identify and address complex fraud claims.
  • Positively contribute to department goals (ie; Quality Monitoring Score, Average Speed of Answer, First Call Resolution, Average Handle Time, Schedule Adherence)
  • Participate in daily outbound calling efforts such as Chronic Overdraft and High Overdraft compliance related activities.
  • Participate in career development activities annually to enhance knowledge, skills & abilities.All employees are responsible for internal controls in the performance of their assigned duties. Internal control responsibilities are established in various policies, procedures, and documents, including the Code of Conduct.Minimum Job Requirements:
    • High School Diploma or GED
    • 1+ year of banking and/or client service and/or call center experience preferred.
    • Excellent client service skills with a desire to assist clients.
    • Successful candidates will demonstrate an intermediate level of computer skills. Experience with MS Office products or Personal Finance products preferred. I.e. Quicken, Quickbooks applications.
    • Solid active listening and verbal communication skills.
    • Strong telephone skills.
    • Effective interpersonal skills.
    • Intermediate written communication skills.
    • Effective prioritization and time management skills.
    • Ability to generate an atmosphere of exceptional team synergies, positive energy and CB pride.Physical and Mental Requirements:
      • Ability to sit at a computer monitor for extended periods of time
      • Ability to perform repetitive finger, hand, and arm movements
      • Ability to lift up to 15lbs.
      • Ability to effectively discern information and formulate appropriate action
      • Ability to reach, squat, bend, and manually manipulate standard office equipmentValues and Behaviors:
        • Build enduring RELATIONSHIPS with clients and each other.
        • Drive INNOVATION that simplifies life and work.
        • Seek continuous GROWTH in your personal and professional development.
        • Commit with HEART to serve others.
        • Extend TRUST in order to receive it.

Keywords: (IABA) Institute for Applied Behavior Analysis, Los Angeles , Client Care Representative, Other , Lakewood, California

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