Career Opportunity: Client Services Representative

General Summary

This position serves as a support role for bank clients, and will primarily be responsible for managing client requests received via phone/email and other means, providing resolutions in a timely, caring and efficient manner. This position is an entry point for our client services group. Individuals filling this role are expected to expand their working knowledge in order to serve as a product and support expert to one or more of the following processing systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay. This role also works closely with the bank’s service providers in resolving complex issues.

Key Duties and Responsibilities

#1 Client support

  • Provide support to bank clients via phone, e-mail, secure messaging and chat platforms.
  • Attracts potential customers by answering product and service questions; providing information about other products and services, making referrals to appropriate staff
  • Maintains customer records by updating account information.
  • Resolves product or service issues by clarifying the customer’s complaint; determining the cause of the issue; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and client satisfaction.
  • Common client requests include but are not limited to the following: support of commercial and consumer internet banking, general troubleshooting and password resets. Provide account balances as requested in addition to other specific account information such as specific checks clearing, deposited items, etc. Assist with check orders, transfers, stop payments, and client research requests. Debit card related needs such as card reorder, card cancellation, request to raise daily limits, etc.
  • Provides elevated client support in the following areas: consumer mobile capture, consumer online deposit account opening, general client account maintenance, internet banking self-enrollments, commercial and consumer internet banking, general troubleshooting and password resets. Provide account balances as requested in addition to other specific account information such as specific checks clearing, deposited items, etc. Assist with check orders, transfers, stop payments, and client research requests. Debit card related needs such as card reorder, card cancellation, request to raise daily limits, etc.
  • Additional duties that enhance and support the client experience will be assigned.

#2 Product knowledge

  • Maintains knowledge of bank products and services and is able to effectively promote products and/or services beneficial to the client
  • Works with other members of the client services team to gain knowledge in areas that enhance the client experience. Areas include consumer mobile capture, consumer online deposit account opening, and general client account maintenance, internet banking self-enrollments.
  • Serves as a product expert for one or more of the following processing systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay.
  • Performs key operational tasks related to the bank’s processing systems.
  • Reviews software release notes. Communicates software changes to all applicable staff.
  • Cross trains within the following processing systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay.
  • Shares information and creates awareness with employees on deposit related services.
  • Responsible for the implementation and training of banking solutions to bank clients.

Qualifications

Specialized Knowledge and Skills Required:

  • A conscientious individual who enjoys being a member of a team
  • Accuracy, with high attention to detail
  • Organizational abilities to handle multiple responsibilities at one time
  • Self-motivated
  • Technically proficient with a desire to be cross-trained on a variety of functions

Please submit your resume and complete an application online at www.paducahbank.com.  Applications and resumes may also be returned through the mail to:

Maurie McGarvey, SPHR, SHRM-SCP, CPC

Senior Vice President/Director of Talent & Culture

The Paducah Bank & Trust Company

P. O. Box 2600

Paducah, KY  42002-2600

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, familial status, physical or mental disability or citizenship status.