Highland Bank · 3 hours ago
CLIENT SERVICES REPRESENTATIVE
Maple Grove, MN, US
Full-time
Onsite
Entry, Mid Level
2+ years expHighland Bank is a financial institution seeking a Client Services Representative to perform customer support functions for both internal and external customers. The role involves assisting with general banking inquiries, providing technical support for digital banking products, and ensuring customer security and satisfaction.
AdviceFinancial ServicesInformation Technology
Responsibilities
Answers incoming calls, respond timely to emails, voicemails, online chats, and customer service tickets for internal and external customers
Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources
Routes calls to appropriate resources
Upholds customer security in accordance with established procedures and guidelines
Recognizes, documents, and alerts management of trends in customer calls
Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed
Upsells products and services to retail and commercial customers
Promptly provides solutions to meet the needs and address concerns, following up with customer to ensure resolutions
Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc
Identifies and escalates issues to management
Provides technical support to retail and commercial customers as it relates to digital access for products, including but not limited to, digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc
Becomes a subject matter expert on all digital banking tools used by customers
Provides assistance answering questions on functionality and any new functionality, when there are updates
Handles the courier bags daily, including sorting and delivering all mail and filing the checks and deposits in trays for retention
Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc
Reviews large dollar checks over $25,000 for signature, endorsement, and encoding
Completes secondary review of debit card maintenance and debit card orders, as needed
Supports with Critical File Maintenance Review
Assists with Mobile Deposit enrollment approvals
Updates procedures for all areas listed above or as needed
Required to learn other tasks within the department to aid supportively and positively in the absence of a team member
Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc
Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies
Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity
Qualification
Required
Detail-oriented and able to handle multiple tasks at one time and meet deadlines
Demonstrated knowledge and experience with online banking tools, ability to solve client issues related to both product features and technology used by customers
Assertive, self-confident, self-motivated, and has the ability to work independently with little direction and supervision
Demonstrated ability to effectively cope with accelerating change, learn rapidly, adapt quickly to changing situations, and respond promptly to changes and opportunities
Strong customer service and interpersonal skills
Ability to handle stressful situations appropriately
Strong work ethic with a focus on quality and responsiveness, flexible personality, and team player
Demonstrated ability to make effective use of information available and organize resources to meet goals
Strong verbal and written communication skills, including telephone techniques
A thorough knowledge of bank operations, products and services, and regulatory and statutory requirements
Demonstrated personal computer skills, knowledge of various systems (i.e., Excel, Word, Outlook, etc.)
Must maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position
Preferred
AA or BA degree preferred in Business Administration, Technology, Finance, Banking or related field
Minimum of two years' experience within the front line or backroom banking operations, technology, finance environment
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Dependent Life Package
Accidental Death and Dismemberment Insurance (AD&D)
Salary Continuation
Long-Term Disability
Voluntary Life Insurance for Employee, Spouse, and Child(ren)
Voluntary Accidental Death and Dismemberment Insurance (AD&D) for Employee, Spouse, and Child(ren)
Health Savings Account
Flexible Spending Accounts
401(k) with 4% employer match
21 Days of PTO, accrued per pay period
Employee Incentive Program
Company
Highland Bank
Highland Bank is a privately-held, business-focused bank, working directly with key decision-makers from start to finish.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$10M2020-10-23Debt Financing· $10M
Leadership Team
Rick Wall
CEO
Craig Boivin
Chief Technology Officer
Recent News
Seattle TechFlash
2025-09-12
Company data provided by crunchbase