Client Services Specialist

In this role, you will provide exceptional support to Commercial Banking clients by handling Cash Management, ACH, and Commercial Card inquiries via phone, email, and chat. The ideal candidate has strong customer service skills, banking operations experience, excellent problem-solving abilities, and the ability to thrive in a high-volume environment.

Job Title: Client Services Specialist (Onsite)
Location: Johnston, RI
Hours: 10:30 AM - 7:00 PM (Mon - Fri) | 24/hr

Notes:

1. Training in Riverside, RI
2. After training; schedule may change based on business needs

Job Summary

We are seeking a Commercial Operations Specialist to join a fast-paced banking operations team. In this role, you will provide exceptional support to Commercial Banking clients by handling Cash Management, ACH, and Commercial Card inquiries via phone, email, and chat. The ideal candidate has strong customer service skills, banking operations experience, excellent problem-solving abilities, and the ability to thrive in a high-volume environment.

Responsibilities 

• Provide support to Commercial Banking clients through phone, email, and chat.
• Assist customers with Cash Management, ACH, and Commercial Card products and services.
• Research client inquiries and educate customers on available banking products and services.
• Troubleshoot and resolve technical, system, and operational issues while ensuring timely follow-up.
• Escalate complex issues when appropriate and coordinate with internal teams for resolution.
• Perform root cause analysis to identify recurring issues and recommend process improvements.
• Partner with operational support teams to resolve client concerns and improve service delivery.
• Maintain accurate documentation and provide outstanding customer service.
• Meet departmental productivity, quality, and service level goals.
• Proactively communicate potential service issues to management.

Qualifications

• High School Diploma or GED required.
• Minimum 5 years of customer service and call center experience.
• Banking or financial services experience preferred.
• Strong knowledge of ACH, Cash Management, Commercial Banking, or Commercial Card products is highly preferred.
• Excellent verbal and written communication skills.
• Strong phone etiquette and active listening skills.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to work independently with minimal supervision.
• Proficient with computers and Microsoft Office applications.
• High attention to detail and strong organizational skills.