Job Description

Job Description

Job Description

As a Client Concierge you hold a vital role in the client experience at MapleMark Bank!

The Client Concierge works within the bank’s Client Operations team to assist new and existing clients with their deposit account and online banking needs. The Client Concierge will primarily work with clients through the bank’s phone, email and digital messaging channels, but will also provide backup branch coverage as necessary.

Primary Duties & Responsibilities

• Respond to inbound client requests received via email, phone or digital messaging with friendly professionalism and a commitment to providing positive resolutions.
• Maintain accurate records of service and account efforts with timely and complete updates to ticketing system.
• Assist clients with technical questions related to our website, browsers, and online banking to improve client ease with self-service opportunities.
• Maintain awareness of risks including user authentication best practices for banking products and services.
• Take ownership of accounts generated through digital channels to:
  1. Drive improvement of the Bank’s client retention rates and relationship quality within the digital account portfolio.
  2. Leverage digital tools and technology to add value to client relationships while also contributing to the overall improvement of bank processes as they relate to the digital channel and client servicing more broadly.
• Increase effectiveness of account opening controls by performing prompt review of accounts opened through the branch and relationship management channels.
• Complete monthly reporting functions.
• Maintain knowledge of compliance, risk, and banking regulations.
• Provide Teller back up coverage to Branch as needed.
• Perform other duties as assigned.

Preferred Qualifications

• Strong communication and problem-solving skills.
• Experience in branch banking, account, and customer servicing.
• Proficiency with technologies used by consumers and small businesses who perform account management, funds transfer and bill payment functions online.
• Strong problem resolution skills.
• Motivation to engage directly with clients in both a virtual and physical setting.
• Organized; ability to manage time effectively and to multi-task.
• Self-motivated, thorough, assertive, performs well in a fast-paced environment.

Minimum Qualifications (Education, Experience, & Skills)

• High School diploma or GED
• Two years previous call center or banking center experience including new account origination and client service
• Knowledge of Bank operations including products and services, documentation, and regulatory guidelines

What to expect:

• Work hours are typically 8:30am – 5:30pm Monday through Friday
• Competitive compensation & benefits including medical/dental/vision, 401(k) matching up to 4%, and generous paid time off schedules.
• Participation in company sponsored activities throughout the year designed to create connection opportunities with colleagues and bank leadership.
• Opportunity to contribute to the company culture as a member of internal committees or councils.

Supervisory Responsibility

• This role has no supervisory responsibilities

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. The Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.

MapleMark Bank is committed to diversity and inclusion and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. MapleMark Bank is a drug-free work environment.

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