Client Care Specialist I

Salary Grade:13C

Summary:

The Client Care Specialist I is responsible for delivering superior client experience through both inbound and outbound calls. The Specialist I role serves as a key point of contact for clients, handling inquiries, resolving issues, and providing timely and accurate information with a high level of professionalism and care. The Specialist I demonstrates comprehensive knowledge of the Mutual Bancorp, which supports Cape Cod 5 and Fidelity Bank, products and services. The Specialist I will have the ability to understand callers and determine their needs/questions and the ability to resolve most customer inquiries independently. The role holds the demonstrated competency using the systems and platforms used within Client Care.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Client Care Specialists are responsible for delivering superior client service through both inbound and outbound calls and email inquiries, regarding their accounts and all Mutual Bancorp products, including financial transactions.
2. Documents all interactions with clients in CRM database by entering or updating information accurately to reflect the client interaction and resolution.
3. Authenticates clients adhering to enterprise-level guidelines to properly identify and protect clients. Identify fraudulent activities to protect the bank and clients.
4. Assists in client support for online/mobile banking and telephone banking.
5. Provides support for other departments.
6. Recommend Cape Cod 5 and Fidelity Bank, products and services using a client need-based assessment and ensure that the highest level of client service is provided.
7. Solicit higher-level approval for all situations exceeding experience/training, department scope, or assigned level of authority.
8. Meet service level deadlines and other performance targets or requirements.
9. Comply with all client confidentiality and privacy policies, as well as all enterprise-level, state and Federal regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

• High School degree or GED and willingness to pursue higher education.
• One year customer service experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Superior customer service, written, and verbal communication skills.
• The ability to speak in a clear and pleasant manner, use excellent listening comprehension skills to understand callers and determine their needs/questions.
• Excellent oral and written communications skills, critical thinker and detail oriented.
• Excellent problem-solving skills, ability to prioritize and multi-task.
• Strong understanding of online navigation, digital bank services, and applications.
• Proven ability to learn and use multiple computer programs, including Microsoft Word, Excel, multiple platform automation, and client information tracking systems.
• Working knowledge of PCs, current Windows operating systems, Microsoft Office, Internet, and other software systems. Knowledge of mobile device platforms including Android and Apple iOS systems.
• Must have cyber security awareness to protect the digital environment, Mutual Bancorp and clients.

COMPETENCIES:

• Superior Focus on Customer Service
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability, Flexibility, and a Nimble Learner
• Problem Resolution Focused
• Solid Decisions Making/Judgement