Client Services Specialist II

Industrial Bank is a Community Bank that was established in 1934 and has been successfully operating for 91 years. It has acquired the distinction as a Community Development Financial Institution, with a mission to invest in low to moderate income communities we serve in the Mid-Atlantic region ranging from DC, Maryland, Virginia, New Jersey and New York City. Industrial Bank is known for its community engagement and volunteer participation in all the communities it serves. We embrace a culture of Professional Kindness and Ideal Team Player.

• This is a hybrid position, with a work location at 99 Commerce Place, Largo, MD. Industrial Bank provides health, dental, vision, 401k, performance bonuses, vacation, sick/safe pay, personal days, company paid short and long-term disability and life insurance plan.

The salary range for this position is: $45,408.96 to $68,115.3

The Client Service Specialist II is an experienced contact center professional who serves as the first point of contact for clients, providing exceptional, courteous, professional and quality service across voice, chat, and video channels.

• This role serves as a subject matter resource who delivers advanced banking solutions while promoting digital adoption.
• This role provides a seamless omnichannel client experience by assisting with digital banking navigation, guiding clients through self-service options and identifying opportunities to enhance the client experience while adhering to compliance and security standards
• The Client Service Specialist II is knowledgeable in banking operation processes and compliance regulations to effectively manage inquiries from retail branches and other departments within the company
• Expert knowledge on the Bank products and services. Thorough knowledge of procedures and policies with respect to banking transactions
• Follow established scripts, workflows, and quality standards
• Document all interactions accurately within CRM and Glia platform
• Manage follow-ups and callbacks promptly
• Business writing skills are essential to ensure templates are used correctly and emails to customers are grammatically and formatted accurately
• Advice customers on current rates for Certificates of deposit, IRA, Money Market, etc.

Required education and experience

• High School diploma or equivalent.
• One to Two years of omnichannel experience
• Three to Five years customer service experience
• Three or more years of banking experience
• Must type at least 55 wpm
• Proficient business writing experience
• Must have proficient telephone etiquette

Additional eligibility preferences (types), if applicable.

• Banking Platforms
• Microsoft Suite applications
• Glia a Digital Customer Service (DCS) platform