Client Contact Center Specialist

Position Summary The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and internal branch staff over the phone telephone and/or email. When responding to incoming phone calls and emails, the Client Contact Center Specialist must adhere to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill services requests through a single call resolution while upholding company policies and procedures. The Specialist is expected to deliver a Six Diamond Experience on every call to improve customer loyalty and foster a lifelong relationship. The Client Contact Call Center Department is a high-volume contact center, serving customers and the sales team. Why Fremont Bank? Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities. We offer: A people-first culture grounded in inclusion and excellence Deep community involvement and local reinvestment A mission-driven workplace where values and performance go hand in hand The Fremont Bank Way Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service No-Compromise Approach — we help clients get to "yes" Core Values: Go above and beyond for clients Foster a supportive and empowering environment for associates Deeply invest in the well-being of our local community Key Responsibilities Handle incoming phone calls and resolve clients inquiries and offer products and services to help clients achieve their financial goals. Maintains knowledge of Fremont Bank products and services to effectively promote products and services to meet clients’ banking needs. 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 clients.  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 issues by offering solutions, corrections, or adjustments; and 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 Advisories 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. File Reg E claims for clients and on behalf of branches. Answer client’s general questions through Chat. Enroll clients in online banking and password reset. Order checks and debit cards. Process temporary and permanent increases on mobile and debit cards. Provide support to branch staff with online banking. Assist clients with mortgage loan related requests as needed. Assist Commercial Loan clients with general inquiries. Required to meet quarterly sales goals. Perform other job-related duties as assigned. Qualifications & Skills 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. Require telemarketing experience. 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 multitask and use multiple applications at once. Ability to work independently and handle multiple tasks simultaneously. Effective problem-solving skills. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Ability to use initiative and independent judgement in non-routine matters. Ability to work in a fast-paced deadline driven environment. Strong analytical skills with high attention to detail and accuracy. Uses effective problem-solving skills to resolve client issues. Punctuality and reliability are required. Self-motivated attitude to assist and troubleshoot technical issues for clients with a positive “can-do” attitude. Must be flexible with schedule to ensure proper coverage as determined by business needs including weekends and holidays. What Makes Fremont Bank Associates Thrive? Team Players who go above and beyond to support their colleagues Action-Oriented professionals who challenge the status quo and seek improvement Purpose-Driven individuals who understand and champion the bank’s community impact Benefits Snapshot Health & Wellness Medical, dental, and vision insurance Flexible Spending Accounts (FSA, Dependent Care, Health Savings) Financial & Retirement Employee Stock Ownership Plan (ESOP) 401(k) with employer match Performance-based bonuses or incentives Work-Life & Perks Paid holidays, vacation, and sick time Free personal checking and savings accounts Home loan rate discounts Tuition reimbursement and professional development resources On-site gym and discounted health club memberships Employee Assistance Program (EAP) Equal Opportunity Employer Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regar