The Client Care Specialist is responsible for the support, execution, and overall success of the Client Care department. Serves as a subject matter expert (SME) on CrossFirst Bank's consumer products, services, and systems. Works to actively answer client questions and resolve client issues, and appropriately escalate items as needed to ensure favorable resolution.

• Resolve client issues and own the issue through the resolution process; provide appropriate notification to Bankers and Partners regarding issues.
• Complete all steps of standard operating procedures when performing client account updates to minimize errors, ensuring an extraordinary client experience.
• Respond to internal and external client inquiries in a timely manner; collaborate with team members to resolve issues and ensure an extraordinary experience for clients.
• Communicate with clients by telephone, email or in person to provide information regarding inquiries, including resolution or account adjustments.
• Meet performance metrics regarding monthly scorecard, including but not limited to, inbound calls completed, call average handle time, cases completed and maintenance errors.
• Support cross-functional process improvement efforts and encourage frequent communication among all team members.
• Proactively identify service issue trends and internal procedures adversely affecting client satisfaction and work independently to identify and present solutions to management.
• Act as a resource for all team members throughout the bank.
• Drive client satisfaction and retention by promoting the highest standards of quality, efficiency, and ethics.
• Handle limit adjustments and review of mobile deposits understanding the risk that is involved.
• Interact with internal and external clients while providing extraordinary service.
• Develop and maintain trusted, positive relationships with employees, clients and vendors.
• Represent the Bank and Client Care team in a highly professional manner.
• Complete job assignments in a professional, timely and efficient manner; organize and prioritize work.
• Maintain confidentiality; adhere to CrossFirst Bank policies and procedures; comply with laws, regulations and industry best practices.
• Reliable and predictable attendance; both onsite and remote work.

Expected hours of work:

• Days and hours of work are Monday through Friday, generally an eight-hour shift, between the hours of 10:00am to 7:00pm CST.

• Minimum of two years relevant work experience.
• Customer Service experience in a mid to large size bank.
• Extensive knowledge of all banking products and services such as DDA, Treasury Services, bankcard, and digital banking products.
• Proven client satisfaction, problem solving, communication and decision making.
• Display patience and critical thinking skills in finding the proper solutions for clients.
• Proficient with FIS systems and ancillary products such as digital banking, mobile banking, and debit cards; remain current with technological and industry developments.
• Salesforce experience preferred.
• Preferred Bachelor's degree in Business Administration or a related field or equivalent work experience.

CrossFirst Bank is proud to be an Equal Opportunity Employer.

CrossFirst Bank does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of CrossFirst Bank without an authorized search agreement will be considered unsolicited and the property of CrossFirst Bank. We respectfully request no phone calls or emails.