Digital Client Care Representative

This position offers a hybrid work option up to 50% remote and is based out of the Mankato, MN office.

The contributions you will make:

This role is integral to ensuring a seamless client experience with digital tools, driving usage and satisfaction through education, proactive outreach and successful collaboration with internal teams.

A typical day:

Client Interaction and Support

• Provides direct assistance by answering calls related to digital tools and resolving digital transaction failures.
• Schedules virtual meetings to train and educate clients on digital tools.
• Makes outbound calls to clients to promote digital tools and cross-sell.
• Consults with team members to troubleshoot and resolve client issues via phone or email.
• Performs wires and other transaction processing upon client request.
• Assists clients with account maintenance and digital tool queries.
• Promptly responds to emails in the Digital email box.
• Assists with onboarding communications and feedback for new digital integrations.
• Contacts self-enrolled clients to welcome them to digital tools.
• Provides first call resolution for digital tool issues escalated from the Contact Center.

Advocacy and Change Management

• Champions, supports and facilitates organizational change efforts within the contact center and sales teams.
• Takes the appropriate steps to report on and offer guidance related to client fraud issues and prevention measures.

Project Research, Development, and Reporting

• Gathers data from systems as well as client feedback, compiling reports for product managers and sending quarterly updates.
• Works collaboratively with digital product managers, the sales team and others to boost client usage of digital tools.
• Collaborates with team leadership and digital product owners to evaluate digital tool usage, assess progress and prepare reports for leadership.

The skills and experience we prefer you have:

• High school diploma or GED; secondary education, preferred.
• Minimum of 3 years of experience in financial services and/or technology support experience in a financial institution, preferred.
• Strong listening, written and verbal communication skills, with ability to communicate at all levels of the organization.
• Effectively builds and maintains interpersonal relationships.
• Strong client service skills.
• Ability to meet the rapidly changing needs of our clients.
• Strong problem solving, decision making and organizational skills.
• Strong computer skills, including MS Office applications and customer relationship management (CRM) programs.
• Must be analytical, have strong technical skills while being a strong communicator to non-technical individuals.
• High degree of accuracy and confidentiality.
• Ability to work independently and collaboratively with other teams to achieve goals and represent the business.
• Flexible and adaptable to changing situations.
• Valid driver's license.

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How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.