What are the responsibilities and job description for the Client Services Specialist position at Grasshopper Bank?
Grasshopper Bank is a client-first, digital bank built for the business and innovation economy, with an obsession for providing leading-edge technology, solutions-driven products and superior service through a combination of passionate people and digital resources.
We are a highly experienced team who pride ourselves on diversity of thought and perspective. Nationally chartered, our portfolio of products and services range from VC, PE & Portfolio Companies to SBA Lending, as well as direct SMB and Embedded Banking.
Our entrepreneurial drive allows us to support the growth and success of a wide range of clients at every stage of their business through inclusive partnership. We seek out team members who will enable both our organization and our people to grow and thrive through collaboration and acting with integrity and respect.
Our focus on cross-functional teamwork provides a culture where ideas are valued, accountability is encouraged, and successes are celebrated. We welcome all those searching for the opportunity to contribute to banking innovation that influences and supports the emerging digital world of Financial Services.
Our digital first approach enables our teams the flexibility to work remotely. We have offices in NYC and Boston.
You'll act as the face of Grasshopper in managing our clients' questions or concerns in order to provide both an effortless banking and a seamless resolution experience. Your role will primarily be to shepherd our clients through the onboarding, account opening, and account management processes. Additionally, it will focus on providing ongoing support for our ancillary product and service offerings, as well as strengthening the client's overall relationship with the bank.
Communication and Service skills are paramount in this role as you'll be expected to collaborate across departments including Banking, Operations, Technology, and Risk and Compliance, to assist with the development of and adherence to best practices for our team and our clients.
Responsibilities include:
- Act as a primary point-of-contact for clients across a wide range of organizational profiles such as Consumers or Businesses
- Log, dispatch, and resolve client requests according to defined processes
- Interact with other departments and third-party vendors to help solve client inquiries
- Provide guidance and assistance on a wide variety of projects and tasks
- Tend to multiple methods of client communication with our team including phone, chat, email, SMS and secure messaging
- Train with more senior team members to act as a subject-matter-expert within the department, as well as mentor more junior team members to reinforce the Client Services function within the bank
- Attend training on and comply with the laws and regulations governing financial institutions, including the Bank Secrecy Act (BSA) or other Anti-Money Laundering (AML) legislation, the Office of Foreign Assets Control (OFAC), Consumer Privacy, Information Security/Gramm Leach Bliley Act, Bank Protection Act, Community Reinvestment Act, Regulations B, CC, E, D, DD, and others.
- At least two (2) years experience in a customer-facing service role; within a banking or financial services environment.
- Understanding of business documentation for new accounts including ownership and authority.
- Willingness to work flexible hours to service clients in other time zones.
- The ability to communicate clearly - both verbally and in writing - using above average grammar, syntax, and spelling
- Experience accurately and consistently logging completed tasks and client activity in a ticketing database; experience with Zendesk's suite of applications is preferred, but not required
- Advanced problem-solving skills and ability to work independently
- Proven competency regarding technology including, Microsoft Windows, Mac OS, and mobile profiles