Service Specialist

Description

First State Bank and Trust is looking for motivated individuals to help our clients and community achieve more. It's a formula that has worked for over 100 years, serving the St Croix Valley community. As guides, we work alongside our clients every step of the way, helping them achieve more because we believe achievement is more than a transaction; it's a journey.

And this is the same philosophy that extends to our team. By building a culture of care and commitment, we do more to help our employees achieve more. Focusing on development and career growth, we aim to guide our employees on their career journey by providing resources to build and strengthen skills, and by actively giving back and supporting our community through volunteer outreach and engagement.

We look forward to welcoming you to our team so that we can achieve more, together.

Join the First State Bank and Trust team!

Client Services is critical to the Bank’s smooth performance and continued evolution. In addition to implementing new and managing existing, client-facing financial e-banking tools (e.g., online banking, mobile banking, phone banking, remote deposit, bill pay, cash management, ATMs, etc.), Client Services operates as a service center that ensures the utmost in personalized service to our clients, no matter what bank delivery channel is used. The department offers products, services, bank policies, bank procedures, and technical expertise to clients as questions arise. 

The service function of Client Services contributes to the organization’s growth and positive image by ensuring that First State Bank and Trust provides outstanding, uninterrupted service to all our clients/employees. 

Responsibilities of this position include:

• Managing the main phone lines.
• Answered the client's “Helpline” phone calls, Banno messages, and emails.
• Troubleshoot and serve as an information/technical resource for clients.  
• Referring to products and services.
• Identifying opportunities for practical training, references, resources, and tools to aid staff in performing their jobs for Client Services.
• Assisting with Client Services’ operations and administration. 
• Use HUB for daily client servicing and for recording important notes related to client interactions.

There is heavy client contact via phone, Banno, and email. Some of the more challenging aspects of this position include: 

• Troubleshooting and resolving client problems and complaints. 
• Handling demanding clients. 
• Juggling phone calls, Banno messages, and emails.
• Staying knowledgeable and current on products, services, differing job responsibilities, policies, procedures, regulations, etc.
• QC validation of key data in HUB to ensure data consistency.

Requirements

• High School diploma/GED. Two- or four-year post-secondary degree preferred.

MINIMUM JOB QUALIFICATIONS:

• A minimum of 1-2 years of experience in a customer service role is required.
• A minimum of 1-2 years of experience in a financial institution role, or equivalent combination of education and related work experience in financial services or retail/business banking.
• Previous experience working with clients over the phone on how to utilize products, follow processes, and understand product changes is preferred.
• Technical knowledge with proficiency in Microsoft-based applications and the ability to learn new software and assist others with the use of that software.
• Previous teller or cash handling experience preferred.
• Experience providing high-quality customer service.
• High attention to detail.
• Ability to read and interpret documents such as policy and procedure manuals.
• Demonstrated ability to multitask and manage time efficiently.

Benefits:

• 401(k) matching
• Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Employee Assistance Program
• Flexible spending account
• Health savings account
• Paid holidays
• Paid time off

First State Bank and Trust and Valley Agencies are equal opportunity employers committed to creating a diverse workforce. We support a work environment where colleagues are respected and allowed to perform to their fullest potential. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Drug-Free Workplace.