Client Contact Center Specialist

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Title: Client Contact Center Specialist Location: Livermore, CA Hiring salary range: $26.01 - $34.95 per hour

Fremont Bank founded in 1964, is one of the oldest independently owned banks in the Bay Area and is one of the top-rated mid-tier banks in the nation. Voted a Top Workplace for 2024 and for the past fourteen consecutive years, Fremont Bank has an immediate opening for a Client Contact Center Specialist in Livermore, CA. Position Overview

The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Client Contact Center Specialist adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill service requests and cross-sell relevant products and services as presented by the client. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

Role and Responsibilities

• Handle incoming phone calls and resolve clients inquires and present company products and services to help clients achieve their financial goals
• Requires an in-depth knowledge of products and services offered to ensure clients' needs are met
• Has the ability and skill set to cross sell our company's products and services
• Maintains knowledge of Fremont Bank products and services, and is able to review client's profile to effectively promote products and/or services beneficial to the client
• Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client
• Must go above and beyond to provide the “Six Diamond” experience in every interaction
• Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity
• Resolve client's issue by offering solutions, corrections, or adjustments; follows up to ensure customer satisfaction
• Adhere to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses
• Submit Travel Advisory forms and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns
• Process stop payments and stop payment releases as requested
• Handle REG E claims for electronic transaction disputes
• Assist mortgage loan related clients as needed
• Required to meet quarterly sales goals
• Perform other job-related duties as assigned

Minimum Qualifications

• Associate degree in business related field or equivalent work experience
• 2+ years of experience in a rapidly growing call center environment with proficiency in handling escalated customer calls
• Telemarketing experience required
• Ability to multitask and use multiple applications at once
• Must have banking experience in retail sales
• Must be familiar with a variety of the field's concepts, practices, and procedures
• Excellent customer service and communication skills, including professional phone skills
• Ability to work independently and handle multiple tasks simultaneously
• Effective problem-solving skills
• Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays
• NMLS number is required