The Client Service Specialist is responsible for providing a full range of professional, technical, and general support to customers and Bank personnel. Possess expertise in Banking /Treasury Management products and services, which will be used to provide excellent customer service to PPB Consumer and Business customers as well as internal Bank teams. Work complexity is moderate to increasingly complex in nature and works under limited supervision.

Responsibilities

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution
• Make appropriate decisions on behalf of the customer quickly and effectively.
• Provide information and knowledgeable assistance efficiently and professionally.
• Ability to effectively prioritize work to ensure efficiency.
• Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department’s ticketing system.
• Effectively manage customer complaints and de-escalate when necessary.
• Research complex tickets and provide updates and timely resolution.
• Consistently meet defined key performance indicators.
• Provide technical assistance, support, training and troubleshooting for Consumer and Business customers including but not limited to the following services Consumer and Business Online Banking, Remote Deposit Capture, ATM Debit Card inquiries, Mobile Banking, General Account Inquiries, Password resets for various systems, Reg E claims, Bill Pay, and Telephone Banking
• Assist with training new Client Service Specialists
• Coordinate with Bank vendors when needed in order to resolve customer inquiries.
• Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AM Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

QUALIFICATIONS

• 2 years of customer service experience required.

A reasonable, good faith estimate of the minimum and maximum base salary for this position is $17.53/hr. to $26.29/hr. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A discretionary bonus and/or business line incentive may be provided, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

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