Client Care Representative - Brady ST

Summary: Guaranty Bank is a financial institution dedicated to providing excellent service to its clients. The Client Care Representative is responsible for delivering a best-in-class experience by addressing client inquiries and resolving issues through various communication channels. Responsibilities: - Answer client calls and respond to requests through various channels (ITM, video banking and chat functions) in a professional manner that is aligned with our core values, brand, and reputation - Provide assistance with online banking, mobile banking, bill pay access, debit card transactions, and disputed transactions; may transfer calls to appropriate parties and ensure proper identification and verification is obtained - Identify, research, and resolve client issues using internal resources, software programs, and other computer and technology-based platforms and follow up with clients in a timely manner - Collaborate with other team members to ensure a positive banking experience for all clients - Maintain strong knowledge of all bank products and services including deposits, lending, IRA’s - May assist clients with loans, including credit cards, unsecured and automotive loans - Identify and appropriately manages potential fraudulent situations - Follow appropriate bank safety and security procedures, including proper opening and closing protocols - May prepare and mail bank correspondence to customers - May verify and mail Commercial Bank Statements - May provide project and support for Deposit Operations associates and other departments - May identify cross-selling opportunities to support growth of the bank - Consistently meet or exceed service goals set by management - May process Video Banking Retail and Commercial Client Transactions - Comply with all company or regulatory policies, procedures and requirements that are applicable to this position - Foster and preserve a culture of diversity, equity, and inclusion - Additional duties and responsibilities may be required to support the company’s mission, vision, and values Required Qualifications: - High school diploma or equivalent - One year experience in a retail and/or client service environment - Excellent client service skills - Capability to prioritize and execute a variety of tasks simultaneously, at times in a demanding environment - Strong interpersonal and written communication capabilities - Capability to perform data entry utilizing banking software and Microsoft 365 products, with an elevated level of accuracy and attention to detail Required Skills: Online banking, Mobile banking, Bill pay, Debit card transactions, Fraud detection, Data entry, Microsoft 365, Client service skills Benefits: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays, Additional Voluntary Supplemental Insurance