Client Support Specialist

About the job

Description

About Bankwell:

Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We’re passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We’re dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at www.mybankwell.com.

Summary Of Position

Bankwell’s customer-facing teams are “Expert Allies” for our customers. Our Client Support Specialist is chiefly focused on providing exceptional customer care for our consumer and commercial customers.

Responsibilities Include
 

• Offering world-class support to our growing client base by phone, chat, video and email with urgency, empathy, and a deep understanding of our products and services
• Handling client problems through directly finding a resolution or by referring to the proper individual or department
• Providing exceptional support and service around all digital products and services including:
  • Managing the onboarding process of new consumer and commercial digital banking customers
  • Performing daily maintenance and monitoring of the digital banking applications, such as Digital Insight and Fiserv
  • Participating in the evaluation and implementation of new digital banking services
  • Ensuring clients are educated, enrolled, and effective in leveraging their digital tools
  • Participating in ongoing knowledge growth and training on the bank’s electronic services to further develop understanding and better serve clients
  • Providing feedback to our team’s leadership on product/service improvements that would improve client experience based on day-to-day client engagements
• Conducting periodic reviews of existing Treasury Management client files to ensure all documentation is complete and up-to-date
• Conducting annual reviews on all Treasury/Cash Management client services and recommending appropriate funding limits to ensure regulatory compliance
• Preparing and approving proposals including pricing, customer agreements and service documents in accordance with Bank policies and procedures
• Preparing monthly activity reports
• Supporting the Treasury Management/Cash Management Sales Team by preparing the proper sales documentation and participating on sales calls
• Following up with clients to aid in the collection of necessary information and documents for implementation of new accounts/services (including requests from the Treasury Management Sales Team)
• Continually seeking to improve our internal workflows and collaborating with team’s leadership to consider ways to improve efficiency and streamline our processes
• Maintaining our team’s dedication to our SLA’s and other performance-based metrics to ensure clients receive industry-leading service and care
• Responsibilities to include additional duties as needed
   

Requirements

Qualifications & Skills:
 

• Minimum 2 years’ relevant Retail Banking or Deposit Operations experience
• Minimum 2 years’ experience serving clients directly
• Exceptional customer service skills and sincere appreciation for serving others
• Prior experience in the support and onboarding of electronic banking services for consumers and treasury management services for commercial clients is preferred
• General understanding of Wire Transfer, ACH and the check clearing process
• Strong organizational skills and attention to detail
• Strong sense of integrity and personal ethics
• Strong written and verbal communication skills
• Ability to communicate effectively at all levels throughout the organization
• Skilled in multi-tasking and managing competing priorities in a fast-paced environment
• Willingness to work flexible hours, overtime and weekends if required
• Proactive attitude and willingness to eagerly assist other team members
• Eagerness to learn and remain coachable for continued growth and development
• PC experience, including Windows, Apple and Smart Phone platforms (iPhone and Android); Familiarity with MS Word and Excel