Client Services Specialist

The Client Service Specialist is responsible for providing a full range of professional, technical, and general support to customers and Bank personnel. Possess expertise in Banking /Treasury Management products and services, which will be used to provide excellent customer service to PPB Consumer and Business customers as well as internal Bank teams. Work complexity is moderate to increasingly complex in nature and works under limited supervision.

RESPONSIBILITIES

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, questions or concerns to resolution.
• Make appropriate decisions on behalf of the customer quickly and effectively.
• Provide 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.
• Effectively manage customer complaints and de-escalate when necessary.
• Research complex tickets and provide updates and timely resolution.
• Consistently meet defined key performance indicators.
• Provide simple to complex technical assistance, support, training and troubleshooting for Consumer and Business customers including but not limited to the following services: o Consumer and Business Online Banking o Remote Deposit Capture o ATM Debit Card inquiries o Mobile Banking o General Account Inquiries o Password resets for various systems o Reg E claims o Bill Pay o Telephone Banking.
• Assist with training new Client Service Specialists.
• Coordinate with Bank vendors when needed in order to resolve customer inquiries and system issues.
• Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers.
• 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

• 2+ years of customer service experience required.
• 2+ years banking operations experience including Treasury Management and internal and external customer service required.

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $17.53/hr to $26.29/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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