Fremont Bank · 6 hours ago
Senior Client Contact Center Specialist
CA
Full-time
Onsite
Mid, Senior Level
$29.62/hr - $38.27/hr
2+ years expFremont Bank, one of the Bay Area’s most respected financial institutions, is seeking a strategic, hands-on professional to join their Client Contact Center team. The Senior Client Contact Center Specialist is responsible for providing support to clients through phone and email, ensuring high-quality service and adherence to company policies while coaching new associates.
Financial ServicesMortgageRetail
Responsibilities
Handle incoming phone calls and resolve clients' inquiries and present company products and services to help clients achieve their financial goals
Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients’ banking needs
Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs
Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client
Assist mortgage loan related clients as needed
Must go above and beyond to provide the 'Six Diamond' experience in every interaction
Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity
Resolve client’s issue by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction
Adherer to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests
Handle REG E claims for electronic transaction disputes on behalf of clients and branch staff
Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses
Submit Travel Advisories and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns
Process stop-payments and stop payment releases as requested
Process and respond to emails or inquiries from branch associates
Answer client’s general questions through Chat
Enroll clients in online banking and password reset
Order checks and debit cards
Process temporary and permanent increases on mobile and debit cards
Provide support to branch staff with online banking
Assist Commercial Loan clients with general inquiries
Supports and participate in all campaigns and makes outbound service and sales calls
Be the Subject Matter Expert for our department
Provide training and support to new associates
May provide customer support to peers and able to resolve complex issues on behalf of Team Lead
Under direct supervision, processes customer transactions within established guidelines
Identify and make sales referrals, recommend alternate channels, cross-sell bank services and products for Fremont Bank partners, and provide Six Diamond Experience customer service
Senior Client Contact Center Specialist will develop and improve their skills through training programs and regular feedback discussions with supervisors, which will help further their professional experience and improve their chances for even greater roles in the future
Required to meet quarterly sales goals
Perform other job-related duties as assigned
Qualification
Required
Associate degree in business related field or equivalent work experience
2 -3 years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls
Require telemarketing experience
Must have banking experience in retail banking
Must rely on extensive experience and judgement to plan and accomplish goals
Must demonstrate sense of urgency when dealing with all issues
Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays
Must be a team player and willing to take on additional responsibilities when necessary
Must be familiar with a variety of the field's concepts, practices, and procedures
A wide degree of creativity and latitude is expected
Effective written and oral communication skills, including professional phone skills
Ability to work independently and handle multiple tasks simultaneously
Effective problem-solving skills
Ability to organize, prioritize and exercise reasonable judgment to resolve escalated issues
Should consistently display a positive and professional attitude while providing excellent customer service and support to customers and co-workers
Punctuality and reliability are required
Successfully pass the Operation Exam and obtain Signing Authority
NMLS Number is required
Benefits
Medical, dental, and vision insurance
Flexible Spending Accounts (FSA, Dependent Care, Health Savings)
Employee Stock Ownership Plan (ESOP)
401(k) with employer match
Performance-based bonuses or incentives
Paid holidays, vacation, and sick time
Free personal checking and savings accounts
Home loan rate discounts
Tuition reimbursement and professional development resources
On-site gym and discounted health club memberships
Employee Assistance Program (EAP)
Company
Fremont Bank
Fremont Bank is a retail and commercial bank and California mortgage lender.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
V
Vivian Yeung
Executive Vice President, Chief Digital & Technology Officer
Recent News
2024-04-08
Company data provided by crunchbase