Client Experience Specialist

This position is located in Metairie, La, 70002.The Client Experience Specialist is responsible for delivering exceptional client experience to build, expand, and retain long-term client relationships through account servicing and maintenance requests, teller transactions, problem resolution, and other transactional needs. The Client Experience Specialist provides financial solutions to existing and prospective clients by assessing their financial needs and offering bank products and services to help clients accomplish financial success.Hiring level 1 or level 2 depending on experience. SIGN-ON BONUS AVAILABLE!Required:GED or High School Diploma1-3 years call center experienceBank product referrals to branch staff with incentivesDetail orientedAbility to work in a fast-paced environment & under pressure, as neededExcellent verbal and written communication skillsExcellent organizational skillsAvailability to work Saturday 9am – 1pm rotation Proficient online, mobile, digital wallet banking and social media skillsEfficient time management skillsExcellent customer service skillsExceptional attention to detailProficient using Microsoft Word, Excel, Outlook, HORIZON, Partner Care, Digital Insight, Cash Edge, Teller NOWPreferred:College Degree (Business, Finance or Communications)Bilingual skillsBank operations experience6 months pervious cash handling experienceSpecific Job Functions:Exhibit Fidelity’s World Class Client Service Standards whileillustrating our service mantra of Simple, Easy, and Fast with every interaction.Answer incoming calls regarding deposit and loan accounts including assistance with banks’ product and services.Process Interactive Teller Machine transactions dailyBalance ITM teller transaction drawer dailyEnsure video and microphone technology works seamlessly for specialist/client interactionsAbility to follow established standards and use judgment to determine when appropriate to escalateResponsible for providing WCCS and educating clients regarding bank products and services with the expectation to increase business unit sales revenueStrong basic math skills (addition, subtraction, multiplication, division) for client escrow analysis reconcilementResolve branch, NOLA Lendingand external client service portal inquiriesReceive an average score of 98% or higher on call monitoring evaluationsInitiate/process set up of all business administrators for online banking and wire servicesProficient with FASTLINE, internet online and mobile banking access and problem resolutionProficiency in using banks’ computer applications (Horizon, Image Centre, Consumer Online Banking, Online Bill Pay, Business Online Banking Services, Mobile App, Intuit Partner Care, Digital Insight Management Console, Cash Edge/COMPASS application etc.)Responsible for annual disaster recovery (DR) testing Resolve/initiate Intuit Partner Care cases directed to/from sponsor as required within department guidelinesAssist clients with moderate to complex Quicken & Quick Books PFM phone and client service portal inquiriesResearch and resolve minor to complex client inquiries within department service level agreementsProcess check orders, stop payments, change of addresses, merchant check verifications, unauthorized ACH/debit requests, ID theft flags, debit card travel indicators, account holds, account notations and Written Statement of Unauthorized DebitProvide account statements, transaction histories and canceled check copies to clients compliant with disclosed bank fee schedule of servicesDocument all client complaints directed to the Call Center and document into Compliance Service Portal as requiredOrder/deactivate debit cards, set up temporary card limits and perform card maintenance as requiredProcess debit card disputes for Reg E claimsProvides support to all bank direct mailings or marketing campaign advertisementsComplies with regulatory rules and regulations, evidenced through successful completion of training and demonstrated abilityResponsible for department balancing procedures, locate and reconcile discrepancies in teller cash drawer. Scan GL entries and process entries through Image Centre, examine checks for proper endorsement and enters into computer records, pays out money after verification of signatures and customer balancesPerforms other duties as assigned by managementFidelity Bank provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disabled status.