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Client Services Agent
SouthEast Bank. Respond to incoming customer calls, emails, and messages regarding banking products, services, and inquiries .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within a banking environment, with a strong understanding of banking products, services, and regulatory requirements. Proficient in communication, problem-solving, and maintaining customer relationships while adhering to industry standards.
Highest-signal resume keywords
Customer Service ExperienceBanking Products KnowledgeRegulatory Compliance KnowledgeCRM System ProficiencyEffective Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Banking ProductsRegulatory RequirementsBasic Math FunctionsData Protection LawsCustomer Interaction Recording
Soft Skills
Problem SolvingTeam CollaborationCustomer Relationship ManagementAdaptabilityAttention to Detail
Tools & Technologies
CRM SystemOffice EquipmentTelephonesComputers
Industry Keywords
Bank Secrecy ActAnti-Money Laundering ActConsumer PrivacyFair Lending LawsCall Center Metrics
About the role
Key responsibilities & impact- Respond to incoming customer calls, emails, and messages regarding banking products, services, and inquiries
- Provide accurate information about account balances, transactions, interest rates, fees, and other banking topics
- Troubleshoot, investigate, and escalate billing discrepancies, account errors, and transaction disputes
- Educate customers on online and mobile banking self-service options
- Identify opportunities to deepen customer relationships through product recommendations and accurate referrals
- Maintain knowledge of the bank’s policies, procedures, products, and services
- Cross-sell or upsell bank products and services based on customer needs
- Record and maintain customer interactions, transactions, and inquiries in the bank’s CRM system
- Collaborate with team members and supervisors to resolve complex customer issues
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings
- Stay updated on industry trends, regulations, and banking policy changes
- Review and follow information security guidelines and report potential threats
- Protect confidential and sensitive information
- Follow applicable banking laws and regulations, including the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, and Fair Lending laws
- Communicate with supervisors and management about policies, procedures, conduct, and job functions
- Participate in training sessions and policy updates
- Assist with scheduling and other management-directed tasks
- Work scheduled and needed hours at designated locations and accept additional work as needed
Requirements
What you’ll need- High school education level
- Previous customer service experience in a call center or banking environment
- Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts
- Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws
- Availability for a rotating schedule, including one to two evening shifts each week and one Saturday per month
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely for operation of office equipment
- Manual dexterity and fine manipulation for operating a keyboard, using equipment, and filing
- Ability to lift up to 10 pounds, grasp, reach, and pull
- Ability to sit for long periods of time, with periodic standing and walking
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to completion
- Ability to work with others to share information and solve problems