What are the responsibilities and job description for the Client Care Specialist I position at ADP Workforce Now?
Summary of Position
The Client Care Specialist I is responsible for providing quality customer service to all incoming calls. In order to provide excellent service ensuring the customer’s inquiry is complete, the Client Care Specialist must fully understand the products and services that the Bank offers as well as the systems that the bank uses. In addition, the Client Care Specialist must perform maintenance to customer information files and accounts, respond to online banking questions, emails and complete other duties as assigned.
Essential Functions and Duties
- Responsible for inbound calls regarding client inquiries, concerns regarding their account and/or bank products and services ensuring their request are fully satisfied.
- Assist clients with online banking registration, online banking access, reset passwords, and online wires ensuring the customer’s identity is verified through the established process.
- Conduct client call backs maintaining Banesco USA integrity, following procedures to ensure confidentiality information and security.
- Responsible in handling complex issues or inquiries ensuring the request is completed in a timely manner.
- Perform follow-up as needed, (especially on time sensitive issues) assuring we meet set SLA goals.
- Escalate issues to the appropriate parties, when needed.
- Assist with tracking with customer data.
- Serve as Back up answering client emails, online banking (FXIM) messages and assisting customer inquiries or concerns.
- Responsible for completing annual training program assigned.
- Performs other functions and/or duties as assigned.
Qualifications Requirements
- Education: High School Diploma or equivalent experience.
- Experience: One (1) year of experience in a customer service role or call center environment.
- Advance computer skills including but not limited to proficiency in Microsoft Office (Word, Excel, Power Point, etc.)
- Basic knowledge of related State and Federal banking compliance regulations.
- Strong verbal and written communication skills, ability to communicate at all levels of the organization.
- Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages.
- Strong attention to detail and accuracy.
- Ability to multi-task, with strong organization, time-management and prioritizing skills.
- Customer service skills, ensuring satisfaction of both internal and external customers.
- Ability to understand and comprehend instructions, procedures and policies ensuring compliance with the Bank’s policies and procedures.