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Client Service Center Associate (flex)

Employer
Alerus Financial
Location
Grand Forks, North Dakota
Salary
Join our team!

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Industry
General
Role
Other
Job Type
Long-Term
Hours
Full Time

Job Details

Position Summary:

This position is dedicated to assisting Sales and Service, Relationship Managers, Product Managers, Product Specialists, and Underwriters in support of new and existing client accounts. This position is also responsible for ensuring that clients are receiving superior client service when they call the bank. This includes meeting and exceeding client expectations and determining adequate coverage at all times to service all incoming calls. The Alerus Call Center is intended to be a single point of contact where clients get answers without being transferred. It is imperative that personnel know all resources available in assisting them to resolve client issues.



Essential Responsibilities:

Job Function Number 1: Client Service and Complaint Resolution - 75%
  • Provide extraordinary and memorable service to clients via the telephone and email.
  • Follow up and complete client requests in a timely manner.
  • Utilize Lotus Notes for client problem resolution and internal communication.
  • Serve as a help center for internal employees having questions concerning client accounts.
  • Acknowledge client complaint and follow up to ensure client satisfaction.
  • Learn to effectively say no in a courteous and concerned manner.
  • Acknowledge/prioritize multiple client demands to provide maximum service level to all clients.
  • Responsible for setting and attaining goals on an independent, departmental, and company level.



Job Function Number 2: Product, System, and Industry Knowledge - 15%
  • Maintain in-depth knowledge of all banking products, services, and processes.
  • Maintain up-to-date banking and sales knowledge as it pertains to the job.
  • Maintain up-to-date knowledge of computer systems and software.
  • Maintain knowledge and utilize technologies when responding to client inquires.
  • Maintain knowledge of the Internet.
  • Prepare client and operation documentation (research requisitions, checks).
  • Maintain general knowledge of business and banking industry practices.



Job Function Number 3: Sales & Referrals - 5%
  • Develop and enhance client relationships by informing clients of Alerus Financial products and services that meet their needs.
  • Maintain up-to-date knowledge of the features and benefits of all Alerus Financial products.
  • Develop and maintain a working relationship with leads and employees in all areas of the Bank as contacts for referring clients.
  • Possess the ability to recognize sales opportunities and refer to sales employees as appropriate.



Job Function Number 4: Education and Continued Training - 5%
  • Attend and receive a passing grade on all product training classes as it pertains to the job.
  • Attend and receive a passing grade on all mandatory employee training.
  • Attend and receive a passing grade on all field specific training.



Position Requirements:

Qualifications:
  • High school diploma or equivalent.
  • College degree in banking or related field or two+ years of banking or financial experience beneficial but not required.
  • Previous telephone or telemarketing experience preferred.
  • Previous client service experience.
  • Math proficiency and aptitude.
  • Time management skills.
  • Ability to maintain strict client confidentiality.
  • Previous work stability.
  • Ability to multi-task.



Personal Characteristics:
  • Positive attitude.
  • Demonstrated aptitude to handle sensitive operational transactions and client relationships.
  • Excellent telephone voice.
  • Client service orientated.
  • Excellent listening skills.
  • Commitment to continued learning.
  • Calm demeanor.
  • Self-sufficient; self-motivated
  • Ability to adjust to flexible hours.



Physical Demands: (must be met with or without a reasonable accommodation)
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include close vision to use a personal computer.



Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Company

Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.

What is the current company culture like?

While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.

What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.

How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.

Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.

What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.

See the current Alerus job openings below!

Company info
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