Client Service Voice Support / Retail Banking Relationship Specialist

Core Profile

Candidates should ideally demonstrate experience in at least several of the following:

Acquiring and managing retail banking clients

Generating deposits or CASA

Cross-selling loans, cards, insurance, investments, or other banking products

Managing and growing a client portfolio

Supporting branch sales and revenue targets

Building long-term client relationships

Delivering consultative and customer-focused service

Acceptable Adjacent Titles

Please source beyond the exact title and include:

Relationship Manager or Officer

Relationship Associate

Business Relationship Officer

Personal Banker

Priority or Premier Relationship Manager

Branch Sales Officer or Associate

New Accounts Officer

Sales and Service Officer

Client Relationship Officer

Overall Purpose

As an integral part of the Wealth Advisors in-market team, the Wealth Solutions Center Service Specialist is dedicated to delivering superior service and problem-resolution experience to assigned bank clients. This role leverages virtual communication channels such as phone, email, and chat.

Skills and Qualifications

2 to 3 years of relevant experience – required


Client service experience in Wealth Management, Banking, or Investment – required


Voice proficiency at least B2 – required


With voice CSR + Retail Banking Combo skills – required


Responsibilities

Serve as the primary point of contact for service and problem resolution for Wealth clients and advisors via phone and electronic service requests


Develop a thorough understanding of all banking products, processes, and programs, staying updated on any changes


Provide tailored solutions for clients with complex financial needs while adhering to branch operations manuals, audit requirements, and regulatory frameworks


Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to address client needs effectively


Handle day-to-day transactional needs for assigned Wealth clients with a focus on efficiency and accuracy, ensuring service level agreements are met (e.g., transfers, overdrafts)


Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy in execution


Accurately document client interactions and resolutions in CRM/Salesforce.com


Consistently meet required performance standards, including quality, productivity, and behavioral expectations


Support the Wealth division in achieving target Client Service Measurement (CSM) scores


Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM), with a day off during the week when working a Saturday shift


Perform other duties as assigned