Bell Bank · 1 day ago
Commercial Client Services Specialist I
Minneapolis, MN
Full-time
Onsite
Entry, Mid Level
$21/hr - $29/hr
1+ years expBell Bank is the largest family-and employee-owned bank in the upper Midwest, seeking a Commercial Client Services Specialist I to bridge the gap between retail and commercial banking services. The role involves providing technical support and solutions for complex issues related to online and mobile banking while ensuring excellent customer service and adherence to established processes.
BankingFinanceFinancial Services
Responsibilities
Facilitate and accept change within Bell's Values and Bottom Line
Monitor incoming tickets in the service managing tool
Build rapport with retail customers, commercial clients and employees; understand and represent customers' needs when communicating internally; and at the direction of leadership or senior members of the department, guide customers to the best solutions
Handle ACD calls from internal bank employees and external customers related to online banking for retail, commercial and HealthcareBank support queues. Resolve incidents in one call
Listen and communicate clearly and effectively both verbally and non-verbally, while providing computer hardware and software support remotely to retail customers and commercial clients
Use appropriate tools to remote into retail customers' and commercial clients' computer or mobile device to guide them through updating software or hardware, including drivers needed for remote deposit
Respond to retail customer, commercial client and employee requests as it relates to online and commercial services products or treasury management services within established SLA requirements. This includes granting temporary limit increases, Digital Banking maintenance, or assisting with login access
Log all incoming calls and secure message requests
Continually review existing processes, test new processes and continually identify improvements
Partner with the appropriate departments to research and resolve questions and issues for clients
Follow appropriate escalation process to unsure unresolved customer incident or request are addressed within proper timeframe
Maintain expertise and proficiency with all currently used mobile devices and related IOS and Android software, PC and Mac desktop operating systems and other peripheral devices, online browsers, malware and virus software
Assist with the installation and implementation of new remote deposit scanners for commercial clients
Assist team with processing scheduled tasks as needed which require expertise from commercial client services, including and not limited to, $5 statements, DOT.NET cases, Proofpoint statements, audits on temporary limit decreases, voicemail messages and system-generated notifications which require action
Recommend updates to policies and procedures for commercial client service products and treasury management services
Complete small tasks with coaching and/or teaching and collaborate with team members on larger efforts of work, following department procedures
Assist with testing online or mobile banking prior to the release of new Digital Banking products or services
Be receptive to guidance for learning commercial banking, embracing feedback, and continuously improving
Qualification
Required
B.A. in Business Administration, Finance, or related field; or an equivalent amount of experience within the banking industry
CCSS I – 1+ year of customer service experience and/or technical support experience, preferred
CCSS II – 2+ years of customer service experience and/or technical support experience, preferred
Proficiency in banking deposit products and customer service
Knowledge of PC and Mac operating systems, browsers, malware and virus software, Citrix, and proxy services that may be used by commercial customers is desirable
Ability to occasionally work additional hours to meet coverage needs for commercial client services or meet project deadlines
Ability to work effectively both within a team, and as an individual contributor, in an unpredictable environment
Ability to analyze problems and respond swiftly to unpredictable challenges
Ability to recall guidelines and procedures and absorb new ideas and concepts quickly
Must be able to travel independently throughout the company and to customer locations as needed
Work flexible hours outside of standard shifts when required to support bank needs and client expectations
Participate in after hours on-call rotation schedule
Benefits
Healthcare, (medical, dental, vision)
Employee stock ownership program
401(k) contribution and profit-sharing plan
Company
Bell Bank
People matter at Bell Bank – and it shows in how our team members treat each other, our customers and those around us.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Brooke Borrell
SVP/Marketing, Communications & Partnerships
Zac Wanzek, CFA, CPA
SVP | Deputy Chief Investment Officer
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