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Overview
Client Advocates are responsible for engaging with customers through a variety of service channels, which may include incoming phone calls, email, social media and/or online chat. Team members are to represent well by presenting a positive, professional image while meeting or exceeding customer expectations.
Essential Functions/Responsibilities:
-Answer customer inquiries relating to bank products and services. Inquires may be received via telephone calls delivered through call routing technology or through digital channels such as email, social media and online chat.
-Recognize sales opportunities and recommend products to clients in and refer clients to sales associates
-Remain current on products, services, policies and procedures
-Resolve customer inquiries or issues with respect to any loan product offered by our Banking client
-Resolve customer issues through account research and utilization of support materials and resources
-Perform customer account transaction and maintenance activities accurately
-Strive for first contact resolution of customer inquiries, transactions and problem resolution
-Escalate customer requests requiring additional knowledge or expertise as defined by department leadership
Minimum Knowledge, Skills, and Abilities:
-High school diploma or general education degree (GED)
-Demonstrated ability in providing excellent customer service
Preferred Knowledge and Skills:
-1+ years of experience working in a high call volume service center
-Working knowledge of database software, such as Jack Henry Silverlake or other customer information systems
-Strong interpersonal, verbal and written communication skills
Date Posted: 12 June 2025
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