Client Contact Center Representative

Title: Client Contact Center Representative

Location: Livermore, CA

Hiring salary range: $20.09 - $23.98 per hour

Fremont Bank founded in 1964, is one of the oldest independently owned banks in the Bay Area and is one of the top rated mid-tier banks in the nation. Voted a Top Workplace for 2022 and for the past twelve consecutive years, Fremont Bank has an immediate opening for a Client Contact Center Representative in Livermore, CA.

Position Overview

The Client Contact Center Representative handles both inbound and outbound calls. Each associate in the organization is expected to defuse difficult situations, interpret customer concerns and decide on best course of action to resolve pending issues while upholding company and vendor policies; maintain excellent customer relations to improve customer loyalty; ensure satisfaction by following up with customers and verifying that all issues have been resolved. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.

Role and Responsibilities

• Handle incoming phone calls and resolve clients inquires and present company products and services to help clients achieve their financial goals
  
• Maintains knowledge of Fremont Bank products and services, and is able to review client’s profile to effectively promote products and/or services beneficial to the client
  
• Partner with Bankers, Commercial Loan Officers, and Financial Advisor and connect customers to experts who can help them with specialized financial needs
  
• Work closely with Mortgage Officers to offer mortgage and home equity line of credit to client
  
• Must go above and beyond to provide the “Six Diamond” experience in every interaction
  
• Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity
  
• Resolve client’s issue by offering solutions, corrections, or adjustments; and follows up to ensure customer satisfaction
  
• Adherer to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests
  
• Work with internal departments to confirm and update client information and help expedite any research requests and/or refer them to the appropriate department to ensure timely responses
  
• Submit Travel Advisories forms and assist with ATM questions from clients. Work with the ATM Department to help expedite any issues, questions or concerns
  
• Process stop payments and stop payment releases as requested
  
• Assist mortgage loan related clients as needed
  
• Develop and improve skills through training programs and regular feedback discussions with supervisors
  
• Require to meet quarterly sales goals
  
• Perform other jobs related duties as assigned
  

Minimum Qualifications

• High School Diploma or equivalent
  
• 1-year previous call center, previous banking, and telemarketing sales experience required
• Must be available to work on weekends and some Holidays
• Ability to multi task and use multiple applications at once
  
• Excellence customer service and communication skills Must be able to cross selling company’s products and services
• Must be able to cross selling company’s products and services
• Required reliable attendance, work banking hours, on weekends, and some holidays
  
• Strong working knowledge of Microsoft Office products