Job Description

POSITION SUMMARY: The Client Service Specialist is a customer-focused role, dedicated and vital to the success of Park State Bank. In this role, you will serve as a trusted advisor to our customers, helping them with various banking needs, such as account management, financial guidance, and product inquiries. The ideal candidate will have a strong understanding of banking products, excellent communication skills, and a commitment to delivering impactful and outstanding customer service.

Key Responsibilities:

1. High-Touch Client Service: Provide exceptional and personalized service to every client, ensuring their banking needs are met with care and attention. Anticipate and proactively address client needs by offering tailored solutions and recommendations. Be readily available to clients, whether in person, over the phone, or via email, to promptly assist with inquiries or concerns.
2. Client Consultation: Engage with clients to understand their financial needs and goals, providing personalized solutions and recommendations.
3. Client Focus: Demonstrate a genuine passion for providing exceptional customer service and a commitment to ensuring client satisfaction in every interaction.
4. Account Services: Assist clients with account openings, closures, updates, and general inquiries, ensuring accuracy and compliance with bank policies.
5. Product Knowledge: Maintain a deep understanding of the bank's products and services to educate customers and recommend appropriate solutions for each Client's needs individually.
6. Transaction Processing: Handle client transactions, including deposits, withdrawals, and fund transfers, accurately and efficiently.
7. Financial Guidance: Offer basic financial advice, such as budgeting tips and savings strategies, to help clients achieve their financial objectives.
8. Cross-selling: Identify opportunities to promote and cross-sell bank products and services to meet client's needs.
9. Compliance: Ensure strict adherence to all banking regulations, policies, and procedures in every client interaction.
10. Client Relationship Management: Build and maintain strong client relationships, addressing inquiries and concerns with professionalism and care.
11. Adaptability and Flexibility: Adapt to changing priorities and work effectively in a fast-paced retail environment.
12. Documentation: Maintain accurate records of client interactions, transactions, and account updates.
13. Quality Assurance: Uphold a high standard of service quality, contributing to the overall success of the bank's client service initiatives.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Other duties as may be assigned.

PERFORMANCE MEASURES:

• Balances efficiently and accurately
• Maintains confidentiality of client account information
• Follows established policies and procedures in responding to inquiries and requests
• Willingly participates in bank training
• In compliance with all regulations related to job duties
• Effectiveness of communications and development of good working relationships with co-workers and clients

WORKING CONDITIONS:

Will need to be able to handle stressful situations and function in a very fast-paced environment while remaining calm and precise. Must have excellent interpersonal and organizational skills and enjoy working with the public. Will need to communicate in a clear, concise, and pleasant manner. Willingness to travel to other branches is essential.

May, on occasion, have to work longer hours than scheduled.

Must be able to meet deadlines, multi-task and adjust priorities as necessary. Must possess strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the Bank's vendors. Must be a self-starter who challenges existing processes and can identify and implement efficiencies and cost-saving solutions. Will have access to and knowledge of all employees' accounts, customer information, and the bank's finances, so the ability to keep information confidential is extremely important.

The employee will be working in an indoor office setting in a light work situation (exerting up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects). Must be able to remain in a stationary position 50% of the time and be able to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity equipment. Employee frequently communicates with employees, customers and vendors. Will be required to travel to branches within region on a weekly basis, so must have a valid driver's license and reliable transportation. Must be able to exchange accurate information both orally and written in English. Employee will be required to travel to branches located within the region.

Despite ongoing security training, there is always the possibility of a bank robbery.

GENERAL NOTICE:

This description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties may be assigned as necessary.

Role Qualifications:

• Education or certifications related to customer service or retail management is a plus. Previous experience in a customer service or retail banking role is preferred.
• Strong interpersonal and communication skills, both verbal and written.
• Proficiency in using retail software systems, point-of-sale (POS) terminals, and other relevant technology platforms commonly used in retail environments.
• Knowledge of banking products, services, and regulatory compliance.
• Ability to work effectively in a team and independently.
• Efficiently able to multi-task along with excellent problem-solving skills and attention to detail
• Maintain utmost confidentiality of Clients information at all times.

Other Skills and Abilities

• Strong communication skills along with the ability to effectively communicate with others
• Client service focused
• Resourceful, well organized and ability to multitask in a face paced environment.
• Effective decision-making skills
• Strong attention to detail

• High school diploma or equivalent
• 1-2 years working in a customer-facing capacity, specifically in banking (preferred), retail, or hospitality

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