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The commercial client services specialist operates as a connection between retail, treasury management and Healthcare Bank and deposit operations regarding VRU, commercial banking, online and mobile banking and treasury management services. Uses knowledge of treasury management, commercial banking, and deposit products to serve Bell Bank's commercial customer base effectively and efficiently. They provide solutions for customers who encounter complex issues with online banking, mobile banking, text banking or VRU. In addition to taking direct calls from clients, they receive escalated calls from bank employees. This team will act as a one-stop place for customers to go to resolve any questions, or issues that may arise.

Primary Duties:

Leadership Expectations

• Facilitate and accept change within Bell's Values and Bottom Line.

Internal and External Technical Support

• Monitor incoming tickets in the service managing tool.
• Build rapport with retail customers, commercial clients and employees; understand and represent customers' needs when communicating internally; and at the direction of leadership or senior members of the department, guide customers to the best solutions.
• Handle ACD calls from internal bank employees and external customers related to online banking for retail, commercial and HealthcareBank support queues. Resolve incidents in one call.
  • Listen and communicate clearly and effectively both verbally and non-verbally, while providing computer hardware and software support remotely to retail customers and commercial clients.
  • Use appropriate tools to remote into retail customers' and commercial clients' computer or mobile device to guide them through updating software or hardware, including drivers needed for remote deposit.
  • Respond to retail customer, commercial client and employee requests as it relates to online and commercial services products or treasury management services within established SLA requirements. This includes granting temporary limit increases, Digital Banking maintenance, or assisting with login access.
• Log all incoming calls and secure message requests.
• Continually review existing processes, test new processes and continually identify improvements.
• Partner with the appropriate departments to research and resolve questions and issues for clients.
• Follow appropriate escalation process to unsure unresolved customer incident or request are addressed within proper timeframe
• Maintain expertise and proficiency with all currently used mobile devices and related IOS and Android software, PC and Mac desktop operating systems and other peripheral devices, online browsers, malware and virus software.
  • Assist with the installation and implementation of new remote deposit scanners for commercial clients.
• Assist team with processing scheduled tasks as needed which require expertise from commercial client services, including and not limited to, $5 statements, DOT.NET cases, Proofpoint statements, audits on temporary limit decreases, voicemail messages and system-generated notifications which require action.
• Recommend updates to policies and procedures for commercial client service products and treasury management services.
  • This includes the development of help sheets, user guides and FAQs for online users during training, as well as procedures used by commercial client services to provide day-to-day support.
• Complete small tasks with coaching and/or teaching and collaborate with team members on larger efforts of work, following department procedures.
• Assist with testing online or mobile banking prior to the release of new Digital Banking products or services.
• Be receptive to guidance for learning commercial banking, embracing feedback, and continuously improving.

Bell Bank Culture, Policy and Accountability Standards:

• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• B.A. in Business Administration, Finance, or related field; or an equivalent amount of experience within the banking industry.
• CCSS I – 1+ year of customer service experience and/or technical support experience, preferred.
• Proficiency in banking deposit products and customer service.
• Knowledge of PC and Mac operating systems, browsers, malware and virus software, Citrix, and proxy services that may be used by commercial customers is desirable.
• Ability to occasionally work additional hours to meet coverage needs for commercial client services or meet project deadlines.
• Ability to work effectively both within a team, and as an individual contributor, in an unpredictable environment.
• Ability to analyze problems and respond swiftly to unpredictable challenges.
• Ability to recall guidelines and procedures and absorb new ideas and concepts quickly.
• Must be able to travel independently throughout the company and to customer locations as needed.
• Work flexible hours outside of standard shifts when required to support bank needs and client expectations.
  • Participate in after hours on-call rotation schedule.