Client Services Specialist I

• Empowering a Dedicated Team
• Having Fun While Winning
• Passionate About our Communities
• Value Added Resource for our Customers (Trusted Advisor)

• Provide quality customer service promptly and courteously at all times via phone, email, and in-person.
• Complete daily inactive and dormant account maintenance and client communication.
• Provide assistance to Bank customers and the New Accounts Team with wires, closing of accounts, account research and address changes.
• Answer and transfer incoming calls.
• Quality control review of all New and revised accounts, document changes required of team-members and ensure accounts are appropriately scanned to Electronic Document Retention
• Daily Deposit file maintenance and Quality control review of holds, closed accounts, stop payments, Fiserv/ NGP Account and name line changes.
• Monitor Exception Reports and work with customers and Team Members to resolve outstanding exceptions.
• Research and Resolve FreshService tickets and maintain accurate records of resolutions and escalations.
• Research/resolve credit/debit card issues.
• Monitor and review credit/debit card reports.
• Order credit/debit cards and other miscellaneous customer supplies
• Process credit card payments.
• Guide customers through setting up and managing online banking accounts and mobile apps.
• Troubleshoot login issues, transaction errors, and digital payment concerns.
• Educate customers on secure banking practices to prevent fraud..
• Provide high-quality assistance to customers via phone, email, and in-person.
• Resolve customer issues related to online banking access, transactions, and troubleshooting errors.
• Review and/or resolve NSFs, chargebacks, stop pays, non-posted transactions, return items, adjustments etc.
• Account and credit card charge-offs.
• Follow established audit, security and compliance guidelines and Bank policies and procedures.
• Ensure compliance with federal and state regulations as well as internal policies.
• Perform job functions in compliance with all company policies, federal and state rules and regulations as applicable to the position.
• Duties may be expanded on as experience and professional goals are achieved.

• High School Diploma or Equivalent.
• Must have strong verbal and written communication, organizational, and time management skills.
• Proven attention to detail.
• Ability to multitask, manage priorities, and anticipate potential problems before they arise.
• Ability to interact comfortably with customers.
• Team player with a strong, team-focused attitude.
• Ability to flourish in a fast-paced, team-based work environment.

• Be Thorough: Ensure that work is completed thoroughly and correctly; prepare carefully for meetings and presentations and follow up with others to ensure that agreements and commitments have been fulfilled.
• Establish and Maintain Personal Credibility: Consistently model behavior for management that is perceived as responsible, reliable, and ethical.
• Communicate Effectively: Notice, interpret, and anticipate needs and concerns, ensure that critical information is shared with those who should be kept informed.
• Express oneself clearly in interactions with customers, co-workers, and third-party vendors, both verbally and in writing.
• Act with Confidence: Understand the importance of rules and requirements and be poised and self-assured.
• Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
• Critical Thinking: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Timberline Bank