Hybrid Client Services Associate presso Monet Bank

Summary: 

The Client Services Associate for Monet Bank is the first point of contact for current and potential customers seeking assistance with both traditional banking and digital services. This role supports customers across a range of needs, including account inquiries, digital banking issues & access, account onboarding and other general product education and assistance. The ideal candidate is empathetic, detail-oriented, with strong interpersonal skills and comfortable working in a fast-paced, digitally forward environment. 

Essential Job Duties & Responsibilities (Include but are not limited to):

Client Support & Communication

• Provide prompt, clear, and courteous assistance to customer inquiries via phone, email, or chat related to retail products such as CDs, money market accounts, high yield savings, digital banking, and online account opening in a courteous and professional manner.
• Assist customers with digital access issues including login errors, password resets, multi-factor authentication, and other digital banking administrative requests.
• Guide customers though online account opening, including funding and onboarding.
• Ensure remarkable customer experience in our digital and remote service channels.
• Resolve customer complaints and issues promptly and communicate all customer service- related issues/problems to management.
• Coordinate closely with Digital Banking, Compliance, and Operations Services for escalations and case resolution.

Problem Solving & Escalation

• Investigate and resolve issues related to account opening/closing, transactions, digital access and services through close cross-functional engagement with internal Operations and IT teams.
• Accurately log customer interactions in CRM platform and follow through on any open cases.
• Adhere to regulatory and operational standards, maintaining accuracy and compliance in all activities.

Product Awareness & Adaptability

• Stay informed on new banking features, service updates, and future product innovations.
• Participate in testing and feedback for evolving tools and systems, contributing to continuous improvement.
• Assist in educating customers on how to safely and effectively engage with new technology and digital capabilities.

Qualifications (Education, Experience, Computer Skills, Certifications, Etc.):

• The individual must possess good working knowledge of retail operations and regulatory compliance, as well as policies and procedures with regard to client service, new accounts and teller functions.
• Key objectives include client experience, process and quality control.
• This position requires the ability to work well under pressure while maintaining high standards of accuracy and meeting departmental goals of client service and compliance with laws.
• 3+ years relevant banking experience preferred
• 3+ years relevant customer support experience required
• Proficient in Excel, Microsoft Word, and Internet navigation.
• Knowledge of, or ability to quickly learn, banking software applications.
• Analytical problem solver who can work well under pressure and time constraints while maintaining high standards of accuracy.
• Outstanding listening and communication skills, both written and verbal. 
• Developed critical thinking and decision-making skills.

Benefits options include: 

• Medical, dental and vision coverage
• 401K with company match
• 10 paid holidays 
• Accrue up to 17 vacation/sick days per year in your first year on a pro rata basis
• Applicant may be eligible for annual discretionary bonus

No relocation assistance provided.

If you are looking to be a part of a winning team and meet the above requirements, we look forward to hearing from you. 

Monet Bank and their affiliates are Equal Opportunity Employers. Monet Bank and their affiliates do not discriminate against any candidate or employee on the basis of race, national origin, color, genetics, sex, marital status, sexual orientation, gender identity, age, disability, pregnancy, religion or religious affiliation, veteran or service member status, or any other characteristic protected by federal, state or local laws.

All applicants have rights under federal employment laws. To view your rights and government notices on the Family Medical Leave Act (FMLA), the Equal Employment Opportunity (EEO) and the Employee Polygraph Projection Act (EPPA), please see the following Department of Labor links: FMLA EEO EPPA

Notice to California Residents: Monet Bank and their affiliates may collect personal information about you as part of the job application or employment process. Please see the California Privacy Rights Act Policies at CPRA Policy, CPRA Policy | CLMG Corp, CPRA | CSG Investments  CPRA Policy |  for details.