Religious Client Services Specialist

Job Summary

The Religious Client Services Specialist (RCSS) is one of the key people to set the tone of service within the Religious Client Services branch. The RCSS will perform a wide range of services including; account servicing/maintenance; resolving complex customer concerns; and completing all levels of complexity of customer research. The RCSS is responsible for actively coordinating with the Religious Client Services Manager in facilitating requests or inquiries, researching account issues and follow up communication with all clients. The RCSS will also assist in resolving differences, processing and reconciling proof work, reviewing and completing operational reports, and provides training and guidance to ensure that the staff adhere to the Bank’s policies and procedures providing quality customer service and problem resolution consistent with customer needs.

Essential Duties:

• Address and resolve client concerns to maintain valued customer relationships.
• Open new accounts and/or perform maintenance in compliance with established policies and procedures. 
• Collect and review any and all account documentation and assumes responsibility for its proper completion. 
• Explain bank procedures and requirements, prioritize work to maximize customer service, ability to deal with frequent interruptions and utilize strong problem solving skills. 
• Support the Operations Manager in preparation, accuracy and timely transmittal of all reports required by the Bank.
• Assist clients with inquiries and issues complying with Bank regulations and policies.
• Ensure that internal controls are maintained each day as necessary to protect the Bank appropriately for the processing of wire transfers, legal processes, rejected debits, large items, overdrafts, issuance of official checks, stop payment orders, return or chargeback items, holds and warnings, hold notices, and currency transaction reports. 
• Resolve and handle all levels of complex customer concerns independently.
• Make sound decisions when approving transactions, fee waivers and reversals.
• Demonstrate strong decision-making skills within scope of authority.
• Work closely with management to identify effective solutions to reoccurring problems or concerns.
• Comply with federal & state internal regulations.

Non-Essential Duties:

• Answer Calls
• BOSS (CRM)
• File Maintenance

Required Knowledge:

• Regulation CC
• Regulation DD
• Regulation D
• Regulation E (EFT) 
• Bank Secrecy Act
• Bank Protection Act (Security) 

• Regulation BB (CRA)
• Basic knowledge of Regulation B (ECOA) 
• Fair Credit Reporting Act 
• New Account Procedures
• Products & Services

• FDIC Insurance 
• Privacy Laws

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements.  This position will elevate suspicious activity to supervisory staff and/or BSA department.  Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities:

• Clear understanding of the English Language (Spoken & Written) 
• Microsoft Office Products (Word & Excel) 
• Basic Mathematics Skills
• Excellent Customer Service Skills
• Excellent Telephone Skills
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to actively listen & learn.
• Ability to respectfully communicate with Supervisors and Co-workers
• Ability and desire to foster and interact in a team environment, and willingness to contribute to team efforts
• Ability to effectively deal with unpleasant, angry or discourteous people

Equipment Operated:

• Telephones/Cell phone

• Desk Top and/or Laptop Computers and associated software programs.
• Standard Office Equipment (copiers, fax machines)
• Scanners

Physical Requirements & Work Environment:

• Requires repetitive movement.
• Requires sitting for prolong periods of time.
• Requires lifting up 25lb
• Requires using hands to handle, control or feel object
• Office setting w/controlled temperature

Education and Experience: