Client Service Specialist

Description First State Bank and Trust is looking for motivated individuals to help our clients and community achieve more. It's a formula that has worked for over 100 years, serving the St. Croix Valley community. As guides, we work alongside our clients every step of the way, helping them achieve more because we believe achievement is more than a transaction; it's a journey. This same philosophy extends to our team. By building a culture of care and commitment, we do more to help our employees achieve more. Focusing on development and career growth, we aim to guide our employees on their career journey by providing resources to build and strengthen skills, and by actively giving back and supporting our community through volunteer outreach and engagement. We look forward to welcoming you to our team so that we can achieve more, together. Join the First State Bank and Trust team! Summary Client Services is critical to the Bank’s smooth performance and continued evolution. In addition to implementing new and managing existing client-facing financial e-banking tools (e.g., online banking, mobile banking, phone banking, remote deposit, bill pay, cash management, ATMs, etc.), Client Services operates as a service center that ensures the utmost in personalized service to our clients, no matter what bank delivery channel is used. The department provides products, services, bank policies, procedures, and technical expertise as questions arise. The Client Services function supports the organization’s growth and positive image by ensuring First State Bank and Trust provides outstanding, uninterrupted service to all clients/employees. Responsibilities of this position include:

• Managing the main phone lines.
• Answering the client's “Helpline” phone calls, Banno messages, and emails.
• Troubleshoot and serve as an information/technical resource for clients.
• Referring to products and services.
• Identify opportunities for practical training, references, resources, and tools to help staff perform their jobs for Client Services.
• Assisting with Client Services’ operations and administration.
• Use HUB for daily client servicing and for recording important notes related to client interactions. This role involves heavy client contact via phone, Banno, and email. Some of the more challenging aspects of this position include:
• Troubleshooting and resolving client problems and complaints.
• Handling demanding clients.
• Juggling phone calls, Banno messages, and emails.
• Staying knowledgeable and current on products, services, differing job responsibilities, policies, procedures, regulations, etc.
• QC-validate key data in HUB to ensure consistency. Requirements
• High school diploma/GED. A two- or four-year post-secondary degree is preferred.

Minimum Job

QUALIFICATIONS:

• At least 1-2 years of experience in a customer service role is required.
• A minimum of 1-2 years of experience in a financial institution role, or equivalent combination of education and related work experience in financial services or retail/business banking.
• Previous experience working with clients over the phone on how to utilize products, follow processes, and understand product changes is preferred.
• Technical knowledge, proficiency in Microsoft-based applications, and the ability to learn new software and assist others in using it.
• Previous teller or cash handling experience preferred.
• Experience providing high-quality customer service.
• Close attention to detail.
• Ability to read and interpret documents such as policy and procedure manuals.
• Demonstrated ability to multitask and manage time efficiently. Benefits:
• 401(k) matching
• Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Employee Assistance Program
• Flexible spending account
• Health savings account
• Paid holidays
• Paid time off SCHEDULE This is a full-time position with flexible scheduling, Monday – Friday, 8:00 a.m. – 4:30 p.m. First State Bank and Trust and Valley Agencies are equal opportunity employers committed to creating a diverse workforce. We support a work environment where colleagues are respected and allowed to perform to their fullest potential. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Drug-Free Workplace.