The Stifel Bank is looking for an enthusiastic, service-oriented associate to join our growing unique and exciting team. As a member of the Bank Operations team, the Senior Client Support Specialist will provide support for Stifel Bank clients by phone, e-mail , or live chat in regards to their accounts, products, or services. This person will have the exciting opportunity to help build bank resource tools, scripts, templates and process workflows at the ground level and play an integral part in the development of the team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Receives assignment of more complex work and processes in a timely manner, in accordance with departmental policy procedures.
Confer with clients by telephone, e-mail or live chat to provide information regarding accounts, products and services.
Build Bank Operations resource tools, phone scripts, templates and process workflows.
Provide coaching and training to new hires and internal clients.
Keep records of client interactions and transactions, recording details of inquiries, and comments, as well as actions taken.
Resolve complex client requests in a timely manner.
Offer support to internal clients throughout the Bank.
High School Diploma or Equivalent required.
3+ years of client service experience required.
Understand and comply with all regulations, including the Community Reinvestment Act, Bank Secrecy Act, Fair Credit Reporting Act, etc.
Solid knowledge of principles and processes for providing client and personal services.
Solid knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Ability to select and use training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Effective communication skills both verbal and written.
Ability to consider the relative costs and benefits of potential actions to choose the most appropriate one.