Client Service Specialist II

Work from
Anywhere 🌎
Type
Full Time
Opening date
Closing date
26 Feb 2022
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164

The Client Service Specialist II (CSS) is responsible for assisting in the retention and expansion of existing client relationships through the provision of superior client service. The Client Service Specialist is responsible for creating value for our clients by providing personal and friendly service and by being available and responding in an effective and timely manner. This position is responsible for being a product knowledge expert for our clients and resolving any problems quickly and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Ensure appropriate operating policies and procedures are executed
  • Maintain knowledge of all documentation required to open a business account, including auxiliary products that customers may require such as ACH origination, Silvergate Exchange Network (SEN), FX services, etc.
  • Answer high volume of calls, emails, and live chats
  • Maintain knowledge of wire transfer processes and procedures, both domestic and foreign
  • Investigate and clarify client requests, research and explore alternative solutions to ensure successful resolution, appropriately close and disposition interactions
  • Maintain or exceed established standards for client service, and resolve issues; escalate complex issues as necessary
  • Apply strong critical thinking and problem-solving skills to meet client needs
  • Ensure optimum productivity and accuracy in regard to client transactions
  • Ensure prompt and appropriate error resolution
  • Resolve client complaints promptly and appropriately
  • Ensure problem resolution balances client service and risk management
  • Maintain comprehensive knowledge of the Bank’s products and services
  • Meet deadlines
  • Manages workload in a productive manner
  • Not to harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice.
  • Communicates all client service-related issues/problems to management immediately.
  • Maintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and procedures
  • Must adhere to the company’s core values of Challenge Convention, Do What’s Right, Take Ownership, Empower People, Exceed Expectations, and Cultivate Awesome all while keeping our “Why?” front of mind. Our Why? Silvergate is the banking platform for innovators, and we believe in the power of entrepreneurs to create prosperity for our communities

Job Dimensions

  • Manage internal controls to ensure passing audit controls
  • Minimize controllable losses through compliance to policy and procedure
  • Comply with the Bank’s Bank Secrecy Act and Anti-Money Laundering policies and procedures as applicable to the job function

KNOWLEDGE, SKILLS AND ABILITIES

  • At least 1-3 years of banking experience, commercial banking preferred
  • Excellent interpersonal skills – personal, friendly, warm, caring
  • Ability to listen carefully and take notes
  • Positive attitude and willingness to serve others
  • Strong attention to details
  • High school diploma or equivalent, Bachelor’s degree preferred
  • Experience with Microsoft Office programs and enterprise software systems
  • Ability to communicate clearly and concisely both orally and in writing
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