Are you passionate about helping others and driven to deliver exceptional service? This is your opportunity to join a company that truly values your impact while working 100% remotely. As a Client Experience Specialist your impact is valued, your growth is supported, and your work truly makes a difference from the comfort of your home. Fidelity Bank provides a work/life balance for all employees as well as an excellent benefits package including up to 14 paid Holidays!
Fidelity Bank is searching for an experienced Client Experience Specialist II in the Raleigh, NC area!
If you have 3-5 years of retail banking experience including teller/ITM cash handling, this is the opportunity you’ve been waiting for!
Why Client Experience Specialists join the Fidelity team:
- 100% Remote Position!!
- Top Compensation: Starting pay between $47,000 and $55,000 depending on your experience!
- Excellent Benefits: Health, dental, vision, paid time off, up to 14 paid holidays, HSA with employer contributions, 401k with employer match, paid parental leave, wellness program that can reduce your health insurance premiums, free or discounted banking and mortgage services, life insurance, AD&D, tuition reimbursement, referral program, EAP, employee discounts, and more!
- Opportunities for Advancement: Fidelity Bank believes in promoting from within and is always looking for key players to move into higher level roles. You can grow within the Fidelity organization.
- Culture: Respect, Freedom, and Flexibility is the culture for Fidelity employees! Fidelity Bank serves and values their community with Acts of Community Service outreach opportunities and they’re committed to doing their part for the neighborhood
- Great Schedule: Work a schedule within the hours of 7am to 7pm CST.
Duties and Responsibilities:
- Assist level 1 Specialists with research and problem resolution to basic internal and external inquiries
- Attend meetings as requested and actively participate in client experience projects
- Ensure Five9 application, video and microphone technology works seamlessly for specialist/client interactions
- Exhibit Fidelity’s World Class Client Service Standards while illustrating our service mantra of Simple, Easy, and Fast with every interaction
- Answer incoming calls/chats/emails from customers regarding deposit and loan accounts including assistance with banks’ product services
- Assist clients with moderate to complex Quicken, Quick Books, Andi (Digital Banking) and Zelle PFM phone and client service portal inquiries
- Provide account statements, transaction histories and canceled check copies to clients compliant with disclosed bank fee schedule of services
- Process check order, stop payments, change of addresses, merchant check verifications, unauthorized ACH/debit requests, ID theft flags, debit card travel indicators, account holds, account notations and Written Statement of Unauthorized Debit
- Order/deactivate debit cards, set up temporary card limits and perform card maintenance as required
- Process debit card disputes for Reg E claims
- Resolve branch and external client service portal inquiries
- Resolve/initiate Intuit Partner Care cases directed to/from sponsor as required within department guidelines
- Research and resolve minor to complex client inquiries within department service level agreements
- Document all client complaints directed to the Call Center and document into Compliance Service Portal as required
- Process ITM transactions and balance the ITM transaction drawer
- Process CheckFree/FISERV Bill Pay Sponsor Cases, Request for Additional Information and Open CheckFree Case Status’
- Responsible for educating clients regarding bank products and services with the expectation to increase business unit sales revenue
- Meet assigned goal completion rate on service portal tickets directed to Call Center for processing
- Responsible for annual disaster recovery (DR) testing as requested
- Provide support to all bank direct mailings or marketing campaign advertisements
- Consistently exemplify our Core Values of Integrity, Community, Dependability, Excellence, Longevity, and Accountability
- Comply with regulatory rules and regulations evidenced through successful completion of training and demonstrated ability
- Perform other duties and/or special projects as appointed by management
- Physical Requirements: primarily sitting with some standing, walking, lifting and bending
About the Company: This fourth-generation family-owned bank abides by a simple promise: To create a better future by acting with courage and integrity alongside our customers and in our communities. They stand ready to serve. Since 1908, they have built a legacy upon simple, enduring values and an unerring commitment to the communities they serve. They invite you to learn more about their history, community support initiatives, and career opportunities and explore information to both empower and protect your financial future.
All qualified applicants will receive consideration for employment without regard to the individual’s race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran, or any other characteristic protected by applicable law.
