Client Services Specialist

Hours are Monday – Friday from 10-3 pm, with a flexible Saturday rotation.
Purpose
The Client Services Specialist (CSS) is responsible for professionally responding to the immediate needs of clients related to transaction processing, online banking access, loan payments, and deposit account functionality. A CSS has cash handling responsibility and will use basic to moderate level mathematical skills to successfully balance their cash drawer daily. CSSs give excellent customer service by acting as the first point of contact for in-person and telephone client interactions.

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Core Responsibilities*
Transaction and Deposit Services

• Complete daily routine tasks by time sensitive deadlines including but not limited to night drop, mail deposits, incoming / outgoing mail, vault balancing, foreign item processing and end-of-day tasks (I, II)
• Process a variety of banking transactions including but not limited to check cashing, withdrawals, deposits, loan payments, monetary instruments, credit verifications and assisting clients in entering safe deposit boxes (I, II)
• Follow bank procedures regarding safeguarding of bank currency, i.e. drawer, vault, coin and dual control responsibilities for vault buys / sells and ATM / armored truck shipments (I, II)
• Follow bank procedures regarding ordering of currency and coin from Federal Reserve Bank and Bank of North Dakota (II)
• Follow bank procedures regarding federal and state regulations such as Bank Secrecy Act (BSA) and Regulation CC (I, II)
• Service and maintain Customer Identification Program (CIP), account data and/or various customer requests including but not limited to address changes, online banking password resets, account closing, stop payments and debit cards (I, II)
• Image and rescan over-the-counter transactions in ImageCentre software (I, II)
• Review BSA reports and create detailed notes regarding pertinent findings (II)
• Scan and index documents via FDM Scanning (II)

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Customer Service*

• Responsible for following Premier Experience service standards to internal and external customers in person, on the telephone and through email / mail communication (I, II)
• Perform unique Premier Experiences aimed to enhance / build community / customer relations (I, II)
• Attend Customer Experience (CX) Meetings and Core Value Celebration Calls (I, II)

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Sales*

• Maintain a working knowledge of Choice Financial’s systems, products, services, policies and procedures to recommend products or services to customers that will benefit them. Includes referrals to operating units such as insurance, wealth, mortgage and leasing (I, II)

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Other*

• Maintain lobby appearance and assist in arranging pick up service for couriers (I, II)
• Order customer supplies such as checks, deposit slips and endorsement stamps through Deluxe (I, II)
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships (I, II)
• Assist with completing special projects and assignments as directed by department leadership (I, II)
• Perform duties outside normal scope as assigned (I, II)

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System Support*

• Maintains a working knowledge of FIS Core, HORIZON Teller Software, ImageCentre and FDM Scanning (I, II)
• Maintains a working knowledge of third party vendor systems / software / websites (I, II)

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Related Skills & Key Competencies*

• Acts as a team player with excellent interpersonal skills and develops partnerships
• Takes initiative by proactively identifying what needs to be done and acts
• Communicates effectively with excellent written and oral communication skills
• Promotes and administers change and accepts diversity
• Exhibits problem-solving, analytical thinking, and decision-making skills
• Fosters open communication
• Follows policies and procedures
• Proficient computer skills including Microsoft Office (Word, Excel, Access)
• Must work in an efficient, systematic way
• Must display consistency, thoroughness, attention to detail, and strong organizational skills
• Use sounds judgment in prioritizing tasks to work under tight deadlines

Experience
Preferred

• Customer service and cash handling experience preferred

Education
Preferred

• High School or better

Skills
Preferred

• Embraces change and encourages innovation
• Commits to customers with undivided attention
• Keeps confidentiality
• Has a little fun
• Creates personal & professional growth opport
• Knows when to offer and ask for help
• Fosters direct and honest communication
• Solves problems & makes decisions
• Respects self and others
• Does the right thing
• Completes work timely and accurately
• Works hard

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Part-time