Client Services Specialist

Job Title: Client Services Specialist

Location: Johnston, RI

Pay: [Insert Pay Information]

Job Description:

• As a key member of the Commercial Operations team, responsible for delivering high-quality service while meeting and exceeding departmental performance standards.
• Strong communication with both external clients and internal teams required.
• Analyze recurring service issues, identify root causes, and support process improvements.
• Enhance service levels, reduce operational effort, and improve the overall client experience.

Key Responsibilities:

• Provide support to Cash Management, ACH, and Commercial Card customers via phone, chat, and email.
• Assist clients by researching inquiries and educating them on available products and services.
• Independently handle a wide range of customer requests, including technical, service, and product-related issues.
• Diagnose, prioritize, resolve, and escalate system, procedural, or technical concerns as needed.
• Collaborate with internal operational teams to resolve client issues and help prevent future occurrences.
• Conduct root cause analysis to identify trends and recommend process improvements.
• Proactively communicate potential risks or obstacles that may impact service standards.

Qualifications:

• Minimum 5 years of customer service and call center experience; banking experience preferred.
• Excellent verbal and written communication skills with strong active listening ability.
• Strong time management, multitasking, and organizational skills.
• Ability to work independently in a fast-paced, goal-driven environment.
• Solid computer proficiency and technical aptitude.
• Self-motivated with strong analytical and problem-solving abilities.
• Ability to exercise sound judgment and attention to detail when handling complex situations.

Education:

• High School Diploma or GED required.
• Bachelor s degree preferred.