Client Service Center Specialist

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. For us, it starts with hiring the right people. 

• We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance and Discipline. 
• We hire experienced professionals who understand the industry and provide effective advice. 
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly – it’s about creating a client experience that is unmatched.

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affect the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview. 

SUMMARY OF POSITION:

A Client Service Center Specialist demonstrates a commitment to delivering distinctive service. This position will be responsible for assisting clients with their financial needs or by directing calls to the appropriate associate(s). The Client Service Center is open 24 hours a day 7 days a week with current exceptions being Easter and Christmas.

PRIMARY RESPONSIBILITIES:

• Provide distinctive service to clients and prospects over the telephone as well as in multi-media written interactions like email and chat. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard through schedule adherence (all phones answered by a live person within three rings). 
• Provide guidance to clients regarding their deposit and loan accounts, including balances, transaction histories, loan payment, stop pays, maintenance, debit card/credit card along with all other services and products offered by Pinnacle Financial Partners.
• Assist clients with inquiries regarding service charges, account history while complying with disclosure requirements, regulations, and client privacy policies.
• Assist clients with problems or questions they may have relating to their Pinnacle Accounts. Complete research of miss-posted transactions, pending NSF items, copies of statements, checks, deposits and send copies either via secure messaging or fax to clients per their requests.
• Serve as first response for Business online banking by assisting clients in setting up online banking services, answer questions regarding features and usage, resolve client concerns, and act as liaison to our Online, as Mobile Banking and Bill Pay Partners. Research bill payment issues and support special projects as needed.
• Prioritize and make on-the-spot decisions regarding client requests while weighing client satisfaction issues with Firm exposure to loss or fraud.
• Handle calls for report fraud or ID Theft associated with client accounts.
• Meet all the client’s financial needs, both business and personal, and refers clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.

DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:

• High School Diploma or Equivalent – College degree is preferred.
• Minimum of five (5) years’ experience in financial service or job-related experience, 10 years preferred.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
• Knowledge of federal banking regulations and compliance.
• Knowledge and experience in client-facing service role (call center experience is preferred).
• Broad knowledge of bank products and services.

DESCRIPTION OF CAPABILITES, PHYSICAL REQUIREMENTS, AND ABILITIES:

• Excellent interpersonal skills including verbal and written communication.
• Detail oriented with strong organizational and analytical skills.
• Ability to multi-task and prioritize daily tasks, with effective time-management skills.
• Willingness to learn and adapt to changing technologies, tech savvy with above average computer skills.
• Ability to work independently in a flexible environment to accommodate a 24/7 schedule.
• Ability to obtain and maintain a high-speed internet connection for work from home access. 
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required.  Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.  

POSITION STATUS:  NON-EXEMPT 

DATE: 09.08.2021

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve.  All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.