Client Support Associate

The Client Support Associate is responsible for providing a full range of professional, technical, and general support to customers and Bank personnel. The incumbent in this position will provide excellent customer service to Premier Property Pay portal customers as well as internal Bank teams.

RESPONSIBLITIES

• Provide technical assistance, support and troubleshooting for Premier Property Pay Consumers and customers including but not limited general account inquiries, login assistance, payment research password resets for various systems, portal guidance
• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution
• Make appropriate decisions on behalf of the customer quickly and effectively information and knowledgeable assistance efficiently and professionally
• Ability to effectively prioritize work to ensure efficiency
• Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department's ticketing system
• Coordinate with Bank vendors when needed in order to resolve customer inquiries.
• Coordinate with the TM System & Integration team, Information Technology as necessary to resolve data transmission issues.
• Assist with Premier Property Pay Portal Division setup and maintenance.
• Provide support to Client Support Specialist, including but not limited to transaction and payment research, Account Agreement collection, document retrieval, service ticket responses and other varying tasks as assigned.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
• Other duties as assigned.

QUALIFICATIONS

• 1-2 Years banking experience including internal and external customer service required

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $15.72/hr to $23.58/hr. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A discretionary bonus and/or business line incentive may be provided, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

CA (Los Angeles applicants): Applicants are notified that the Company is an insured depository institution subject to the restrictions and requirements of Section 19 of the Federal Deposit Insurance Act (12 CFR 303) ("Section 19"). In accordance with Section 19, the Company will consider an applicant's criminal history after an applicant is made a conditional offer of employment. Qualified applicants with criminal conviction records will be considered for employment in accordance with the Los Angeles Fair Chance Ordinance. Section 19 may prohibit the Company from employing an applicant with criminal conviction(s) for fraud, breach of trust, embezzlement, mishandling of money or any crime of violence may have a direct impact on the job duties as set forth in the job description and such convictions may result in withdrawal of a conditional offer of employment in accordance with the Los Angeles Fair Chance Ordinance. Because of the nature of our business, a review of your criminal history is necessary to comply with Section 19 and to avoid substantial risk to our business operations and licensing.

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