Client Support Relief Specialist

POSITION DESCRIPTION

The Client Support Relief Specialist serves as a dynamic representative of the bank, delivering exceptional customer service across multiple branch locations while maintaining alignment with the centralized Client Support Department. This role combines traditional teller responsibilities with support center duties, including virtual transactions, administrative support, and client engagement via video and in-person channels.

This position will be based out of our Sequim Creekside branch. It requires the ability to report to our other Sequim location, as well as our Port Ludlow and Port Angeles branches as needed. Saturdays will be required on a rotating basis once fully trained.

POSITION QUALIFICATIONS

High School Diploma or equivalent required. Must have three to five years CSR, Teller, or Retail Banking experience. Skill competencies required include, but are not limited to:

• Professional well developed written and interpersonal communication skills
• Ability to elicit client information that can be used to strengthen client relationships
• Requires judgment to solve day-to-day problems but usually within established guidelines
• Comfortable with emerging technologies such as virtual client interactions.
• Ability to multi-task by operating multiple computer programs at one time.
• Strong attention to detail.
• Flexible with shifting priorities.
• Ability to work both independently and as a team member.
• Practice ethical behavior and understand the need for confidentiality.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.
• Branch hours to include Saturday hours.
• Must be able to travel to Retail branch locations as needed.
• Must be able to lift 25 pounds.
• Must have an overall understanding of bank operations, ensure compliance with regulatory requirements, including the Bank Secrecy Act.

POSITION RESPONSIBILITIES

Duties may include but not limited to the following:

Responsibility #1 Customer Service

• Float between designated branches to provide coverage and continuity of service during staffing gaps or peak periods.
• Provide excellent customer service and meet service standards, responds to client inquiries and requests in a timely manner. Answers calls and replies to emails within service standards.
• Actively supports the organizations sales objectives and campaigns by cross-selling products or by listening for client needs and referring to appropriate business lines as needed.
• Completes all required compliance training and other training in a timely manner.
• Quickly identifies problems that arise and provides resolution or referral.
• Demonstrates interpersonal skills along with the ability to maintain a professional, outgoing, and pleasant demeanor at all times.
• Communicates effectively to relevant parties verbally and in written form.

Responsibility #2 Transaction Management

• Receives client deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly.
• Consistently balance cash drawer within established guidelines.
• Responsible for the efficient, effective, and accurate performance of teller functions processed using the Virtual Teller system.
• Ensures required forms associated with transactions are submitted to the proper department in a timely manner.
• Ensures compliance with BSA and other regulations associated with this position.
• Demonstrates proficiency in identifying suspicious activity and ensuring completion of required reports in accordance with BSA regulations and internal policies and procedures.

Responsibility #3 Contact Center

• Support centralized Client Support operations by assisting with phone coverage, eBanking escalations, and administrative tasks when coverage is not needed at retail locations.
• Researches and solves client questions, problems and complaints concerning bank accounts. Must have the ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources. Takes complete ownership of every interaction whether it requires a call back or extended research.
• Provides information and troubleshooting support of debit cards and internet banking services.
• Operates systems to accurately update client account transactions and information.

Other Duties as Assigned

Each employee makes a significant contribution to the success of Sound Community Bank. Employees must have an overall understanding of department operations, and ensure compliance with regulatory requirements, including the Bank Secrecy Act. It is expected that each employee will readily accept additional duties and offer their services wherever and whenever necessary to ensure our success.

Corporate Core Values
Demonstrates behavior and actions which support Sound Community Bank's values and actively participates in volunteering.

Our employees are our most important asset.
Results matter.
Community is our heart.
Access and sustainability are critical.

Compensation

The pay range for this position is $21.00 to $31.45, with new hires typically starting at the lower end of the range.

This position is eligible for a quarterly incentive bonus of up to 11% of quarterly wages based on the achievement of personal and branch performance goals.

Health and Retirement Benefits
Health, Dental, and Vision insurance plans for employee and dependents
Employer-paid Group Life & AD/D insurance
Wellness Program discount towards medical insurance premiums, Employee Assistance Program
401(k) plan options with up to 3.5% employer match and Employee Stock Ownership Program (ESOP)
Voluntary benefits include: Health Savings Account (HSA), Voluntary Life & AD/D, Accident Plan, Critical Illness Coverage, Short-term Disability, Long-term Disability, Flexible Spending Account (FSA) and Dependent Care Account

Time-off Benefits
Two weeks Paid Vacation, Paid Employee Days for Birthday and Hire Date Anniversary, Paid Sick and Safe Time (7 days per year), Bank Paid Holidays (11 per calendar year)

Other Benefits
We also offer the following (some perimeters apply): Tenure Bonus Program, Continuing Education/Tuition Assistance - up to $2,500 per year, Student Loan Debt Repayment - up to $100 per month, ORCA Passport/Transportation Alternatives/Benefit Allowance, Charitable Donation Matching Program, Gym/Health monthly reimbursement, Pet Insurance monthly reimbursement, Employee mortgage and consumer loans, Banking services (of course!) free of normal service charges, Employee Recognition Program

EEO is the Law
Sound Community Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

HOW TO APPLY
Apply for the position by clicking on the Apply button or visit our Career Center for all open positions at https://www.soundcb.com/about-us/career-opportunities.html