Client Care Specialist II

Position Summary

The Client Care Specialist II position assists the Client Care Manager in managing the overall operations of the Client Care Center. Their primary responsibility is responding efficiently and accurately to existing and prospective customers, vendors, and other employees' requests for support. The scope of support will range from, but is not limited to, account inquiries and maintenance, online and mobile banking, debit cards, and wires.  The level II Representatives proactively obtain solutions involving more complex issues when necessary & focuses on providing an excellent level of client service on each interaction by building relationships, educating clients, & providing first contact resolution.  The specialist is responsible for maintaining traditional contact center KPI’s & supporting offline activities as assigned by management. The incumbent will need to excel in de-escalation tactics, utilizing resources, & using multiple systems simultaneously to solve client inquiries.

Primary Duties and Responsibilities

• Acts as a main resource for customers on online banking, mobile banking, debit card, and general banking issues (external and internal) through various channels (Phone, Email, Chat), providing exceptional customer service.
• Priority is fulfilling solution commitments and follow-ups to customers and co-workers; collaborating with other staff members as necessary to provide positive outcomes.
• Quickly responds to customers' requests for account updates and revisions while obtaining and reviewing appropriate documentation.
• Follows up on account and branch research requests, ensuring a timely turnaround response.
• Reviews and processes Mobile Deposits and ATM Deposits.
• Responds to secured messages & assists with daily reports.
• Performs audit reviews on maintenance, closed account, and debit card reports daily and notifies managers of any exceptions.
• Understands and follows the policies, procedures, core values, and Mission Statement established by Susser Bank.
• Performs duties in compliance with applicable laws and regulations.
• Maintains the security and confidentiality of pertinent information and records to form and maintain the complete trust of our customers, co-workers, and community.
• Maintains current and up-to-date knowledge of products, services, and related systems and continues professional development through training as applicable while communicating with the manager when additional training is warranted.
• Demonstrates a respectful, courteous, self-motivated, and dependable demeanor in all situations. Maintaining a professional environment in both appearance and conduct.
• Performs additional duties as assigned or directed.

Education and Experience Required

• High school diploma or equivalent education.
• One year of Banking experience.
• Familiarity with Jack Henry Xperience, Salesforce, Zoom Contact Center, or other Contact Center Telephony Technology
• Knowledge of bank operations, cash management/treasury management (ACH, wires, etc.)  online banking, and debit card operations. preferred.
• One year of previous contact center or phone-based customer service experience
• Previous experience with contact center metrics & KPIs.

Skills and Abilities Required

• Basic math: Moderate keyboard skills (MS Excel, Outlook, etc.) with ability to work in numerous software systems simultaneously.
• Advanced oral, written, and interpersonal skills with ability to explain products, services, errors and provide solutions in a professional, clear, and courteous manner.
• Excellent listening skills and strong understanding of taking personal responsibility for successful resolution outcomes particularly when confronted with frustrated customers.
• Ability to prioritize work and multi-task with frequent interruptions.

Susser Bank is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Susser Bank participates in E-Verify.