The Client Service Distributions Specialist is responsible for providing a full range of professional and technical support to customers and Bank personnel regarding all information related to transfers, distributions, and beneficiary processing. This role will include the handling of inbound calls, outbound calls, as well as some transaction processing. The incumbent in this position will provide excellent customer service to PPB Consumer and Business customers as well as internal Bank teams.

RESPONSIBILITIES

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution
• Make appropriate decisions on behalf of the customer quickly and effectively.
• Provide information and knowledgeable assistance efficiently and professionally.
• Ability to effectively prioritize work to ensure efficiency.
• Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department's ticketing system.
• Work with processors to perform outbound calls to clients for various reasons related to the processing of transfers out and distributions.
• Document all communication with the client including voicemails left, in order to meet the minimum number of touch points to the client.
• Ensure quality queue management.
• Complete telephone distribution requests and process the request in the trust accounting system (ACH, checks, and wires).
• Ensure all transactions are processed accurately and according to client instructions.
• Ensure all documentation related to the cash transaction is appropriately archived and noted in Salesforce.
• Proactively communicate with clients via phone to advise them of the status of their request.
• Quickly remediate any issues or concerns arising from the client contact.
• Ensure all procedures related to client contact are adhered to.
• Coordinate with Bank vendors when needed in order to resolve customer inquiries.
• Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
• Under the guidance of senior team members, develop an understanding of complex distribution activities (roth conversions, alternative asset re-registrations, plan distributions, and other complex processing activities).
• Other duties as assigned.

QUALIFICATIONS

• 1+ years call center banking experience, including internal and external customer service preferred.

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $19.28/hr to $28.92/hr. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A discretionary bonus and/or business line incentive may be provided, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit