Client Solutions Representative

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. 

• Handle inbound calls, emails, and chat inquiries from clients in a courteous, professional manner.

• Excellent communication skills including active listening.
• Provide accurate information regarding products, services, and account details.
• Resolve client concerns by identifying the root cause, offering effective solutions, and ensuring follow-up when necessary.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Collaborate with internal teams to escalate and resolve complex issues.
• Adhere to compliance requirements, company policies, and quality standards.
• Meet or exceed individual performance goals related to service quality, efficiency, and customer satisfaction.

 

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Achievement Focus – Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. 
• Business Ethics – Inspires the trust of others. Keep commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Managing Customer Focus – Demonstrates genuine concern for customer needs by actively listening, empathizing, and providing timely, effective solutions. Build trust and rapport through consistent follow-up and clear communication. Balances customer satisfaction with organizational priorities, using sound judgment to make win–win decisions. Anticipates customer needs and identifies opportunities to enhance the client experience. Takes ownership of customer issues, ensuring resolution through to completion and documenting key interactions. Models’ professionalism, patience, and empathy—even in high-pressure or escalated situations.

 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience: High school diploma or equivalent required. Two to three years of customer service or call center experience (banking or financial services a plus) and proficiency with CRM tools.

 

Language Ability: Read and comprehend simple instructions, short correspondence, and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees.

 

Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram or schedule form.

 

Computer Skills: Must be competent in MS Office suite of products. Must have prior experience with core banking system platforms and phone applications.

 

Certificates and Licenses: None required.

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

 

This position requires regular attendance at our office located in Islandia, NY. The noise level in the work environment is usually moderate. The work environment is fast-paced, and heavily reliant on technology.  Individuals must be comfortable with computer systems, email, web-based applications, and a paperless environment. 

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to talk, hear and use hands to execute tasks. The employee is occasionally required to stand and move around for work. The employee must be able to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. 

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.