Client Support Specialist

Overview

In this Client Support Specialist role, you will deliver exceptional customer service across phone, chat, and email while resolving complex requests. You’ll work with cross-functional teams to align care processes and drive improvements to banking customer experiences. You will develop procedures to reduce risk, present performance insights to senior stakeholders, and identify industry trends to adopt best practices. This position emphasizes customer focus, adaptability, and collaborative problem-solving within a Monday–Friday telephony-based environment.

Responsibilities

• Provide multi-channel customer service (chat, email, phone)
• Resolve complex, personalized customer issues for banking products and services
• Collaborate with cross-bank teams to align customer care processes
• Identify improvement opportunities and coach colleagues on areas for change
• Develop and implement customer care procedures and controls to mitigate risk
• Produce reports/presentations on customer care performance for senior stakeholders
• Track industry trends to enhance customer care efficiency and effectiveness

Key requirements

• Excellent customer service skills
• Strong communication abilities
• Problem-solving skills
• Telephony background is desirable
• Ability to adapt to change
• Ability to manage multiple inquiries and priorities
• Experience with risk and controls considerations (implied)
• Knowledge of banking product/services (implied)

• Collaboration
• Adaptability
• Communication
• Telephony experience
• Risk and controls awareness
• Change and transformation mindset

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