Client Support Representative

Lake Ridge Bank is looking for a motivated individual to join our team as a Client Support Representative! As a Client Support Representative, you will be the initial point of contact for our clients via phone, chat, email and integrated teller machines, providing outstanding assistance and resolving a wide array of banking queries with the highest level of efficiency and security. This role is pivotal in sustaining the trust and satisfaction of our clients. Our team is located in both the Evansville and Waunakee locations and flexibility to travel to either office is required.

Essential Responsibilities:

Quality Client Service

• Handle inbound calls with a focus on high-quality service.
• Provide clear and concise information regarding account inquiries.
• Promote and maintain positive relations with all internal and external contacts, clients and potential clients.
• Ensure that clients understand our products and/or services; provide additional information as necessary.
• Research and assist in problem solving all other client issues/concerns as needed.
• Take ownership of every call whether it requires a call back, extended research, or assistance from other departments.
• Contribute ideas on ways to resolve problems to better serve the client and/or improve productivity and efficiency.

Account Management and Financial Services Support:

• Manage loan payment processing for both internal and external loans.
• Create new caller records in the database.
• Investigate and resolve fraud cases promptly.
• Distribute statements and tax documents as requested.
• Reset PINs, activate cards, and update card information as needed.
• Implement travel notices and adjust debit card limits for both business and personal accounts.
• Fulfill check orders and update clients' contact and personal information.
• Process financial transactions such as transfers and card payments.
• Process fee refunds and handle requests for mobile deposit limit increases.
• Verify cashier's checks and money orders to prevent fraudulent activities.
• Update client addresses and execute stop payment orders when authorized.
• Make account adjustments and mediate disputes.
• Provide support for bill pay services and manage basic partner care responsibilities.
• Assist with Zelle enrollment, settings modifications, and limit information.
• Close accounts in accordance with company procedures.

ITM Area Rotation:

• Accurately and efficiently process transactions at the Interactive Teller Machine (ITM), including cashing checks, withdrawals, deposits, and loan payments.
• Conduct a detailed review of captured image items to ensure the accuracy of transactions.

Other Responsibilities:

• Communicate openly and honestly with team members and management.
• Works as part of a team to accomplish office/dept goals. This includes working additional hours as needed and/or taking on additional responsibilities as needed within other rotations.
• Participates in internal/external training as appropriate.
• Participates in community involvement/bank activities as appropriate.
• Perform all other duties as assigned or requested.

Adhere to all Bank Security/Compliance Regulations

• Complete all annual bank security and compliance training.
• Adhere to Bank Security/compliance and policy guidelines.
• Always maintain confidentiality of client information.
• Stay current on all compliance regulations, required through training and daily education.

Minimum Qualifications:

• Associates degree in Business, Accounting, Finance and/or 1-2 years of experience within a financial services work environment.
• Ability to travel to both Evansville and Waunakee locations as needed.
• Previous client service experience, particularly in a call center or banking environment, is valuable.
• Solid understanding of financial products and services.
• Strong working knowledge of Microsoft Office Suite, proficient typing/keyboarding skills.
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
• Strong attention to detail with excellent follow up skills and the ability to work efficiently, accurately, and independently.
• Willingness to work toward goals and performance standards of the department including the ability to put forth the extra effort necessary to make the department a successful operation: (i.e. working additional hours, attending outside educational programs, etc.)
• Flexibility with hours in order to meet the demands of the department.
• Ability to speak, read, write and understand English well and speak clearly.
• Willingness and ability to participate in community functions where the office is involved.
• Demonstrated ability to represent the organization in a professional, positive manner.

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.