Job Summary

The Client Services Specialist (CSS) is responsible for professionally responding to the immediate needs of clients related to transaction processing, online banking access, loan payments, and deposit account functionality. A CSS has cash handling responsibility and will use basic to moderate level mathematical skills to successfully balance their cash drawer daily. CSSs give excellent customer service by acting as the first point of contact for in-person and telephone client interactions.

Responsibilities

Client Services Specialist

Transaction and Deposit Services

• Complete daily routine tasks by time sensitive deadlines including but not limited to night drop, mail deposits, incoming / outgoing mail, vault balancing, foreign item processing and end-of-day tasks (I, II)
• Process a variety of banking transactions including but not limited to check cashing, withdrawals, deposits, loan payments, monetary instruments, credit verifications and assisting clients in entering safe deposit boxes (I, II)
• Follow bank procedures regarding safeguarding of bank currency, i.e. drawer, vault, coin and dual control responsibilities for vault buys / sells and ATM / armored truck shipments (I, II)
• Follow bank procedures regarding ordering of currency and coin from Federal Reserve Bank and Bank of North Dakota (II)
• Follow bank procedures regarding federal and state regulations such as Bank Secrecy Act (BSA) and Regulation CC (I, II)
• Service and maintain Customer Identification Program (CIP), account data and/or various customer requests including but not limited to address changes, online banking password resets, account closing, stop payments and debit cards (I, II)
• Image and rescan over-the-counter transactions in ImageCentre software (I, II)
• Review BSA reports and create detailed notes regarding pertinent findings (II)
• Scan and index documents via FDM Scanning (II)

Customer Service

• Responsible for following Premier Experience service standards to internal and external customers in person, on the telephone and through email / mail communication (I, II)
• Perform unique Premier Experiences aimed to enhance / build community / customer relations (I, II)
• Attend Customer Experience (CX) Meetings and Core Value Celebration Calls (I, II)

Sales

• Maintain a working knowledge of Choice Bank’s systems, products, services, policies and procedures to recommend products or services to customers that will benefit them. Includes referrals to operating units such as insurance, wealth, mortgage and leasing (I, II)

Other

• Maintain lobby appearance and assist in arranging pick up service for couriers (I, II)
• Order customer supplies such as checks, deposit slips and endorsement stamps through Deluxe (I, II)
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships (I, II)
• Assist with completing special projects and assignments as directed by department leadership (I, II)
• Perform duties outside normal scope as assigned (I, II)

System Support

• Maintains a working knowledge of FIS Core, HORIZON Teller Software, ImageCentre and FDM Scanning (I, II)
• Maintains a working knowledge of third-party vendor systems / software / websites (I, II)

Qualifications

Client Services Specialist I

• Minimum of 0 to 1 years of relevant experience with requisite competencies.
• Highschool Diploma
• Acts as a team player with excellent interpersonal skills and develops partnerships.
• Takes initiative by proactively identifying what needs to be done and acts
• Communicates effectively with excellent written and oral communication skills
• Exhibits problem-solving, analytical thinking, and decision-making skills
• Proficient computer skills including Microsoft Office (Word, Excel, Access)
• Must work in an efficient, systematic way
• Must display consistency, thoroughness, attention to detail, and strong organizational skills

Travel Requirement

This position requires travel to support business needs, including team collaboration, internal trainings, and cross-functional initiatives. The frequency and duration of travel will vary based on organizational priorities and team needs.

Cultural Alignment

Choice is #PeopleFirst, banking second.

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities.

In contributing to our culture, Choice team members are guided by our core values.

• Embrace change and encourage innovation.
• Know when to ask for help and know when to offer help.
• Better the places we live.
• Work hard. Do the right thing. Have a little fun.

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values.

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work. Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.

Disclosure

This job description is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a significant risk to the health and safety of themselves or other employees.

All employment at Choice Financial Group is “at will” employment. This position description does not create an employment contract, implied or otherwise.