Customer Care Agent I
Description
About Us:
At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates.
We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.
Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better.
About the Role:
The Customer Care Agent I answers questions regarding investments in private equity, real estate, private debt, and more. Effectively handles client inquiries by researching and analyzing complex issues. Adheres strictly to trust regulations and security standards including the customer identification program (KYC), the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulation set forth by the IRS and other regulatory agencies.
Acts as the face of the company at the frontlines of the customer service experience. Provides superior customer service through an omni-channel environment including chat, written correspondence, incoming calls, outbound calls, and emails to both internal and external parties such as clients, asset sponsors, financial advisors, attorneys, CPAs etc. Represents the company in a highly professional manner while resolving issues and communicating information confidently.
- Use working knowledge of various processes, asset types, and service levels across the firm to quickly analyze the root cause of issues and determine the correct course of action, following up on the item to ensure ultimate resolution.
- Mitigate company risk through following all security and fraud prevention requirements.
- Educate advisors, clients, and third parties on do’s and don'ts of alternative asset investing, working with the Company, applicable fees & fee schedules, timelines and procedures for account opening, funding and investing, and ERISA guidelines.
- Prepare and archive professional correspondence.
- Investigate account issues by analyzing investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations
- Identify, analyze, resolve and report on specific client requests and issues.
- Develop expertise to provide clients on-going support and assistance.
- Manage low level escalations, including ability to draft free form professional responses to client escalations and inquiries.
- Identify, recommend and potentially design and assist in the development and implementation of process improvements that enhance the client experience.
- Accurately file reports on client issues for management review.
- Analyze trends in client issues in order to facilitate service improvement.
- Other duties as assigned.
About You:
- H.S. Diploma/GED required.
- Bachelor's Degree preferred.
- 2+ years' experience in a customer success role involving highly detailed transactions required.
- 1-2 years' experience in a fast-paced call center environment preferred.
- Working knowledge of trust accounting systems, IRAs, and Alternative Assets is preferred.
- Certified IRA Services Professional (CISP) designation with the American Bankers Association (ABA) preferred.
- Self-Directed IRA Professional (SDIP) designation from the Retirement Industry Trust Association (RITA) preferred.
- Proficient in IRC 4975, prohibited transactions and all other ERISA guidelines.
- Proficient in IRS publication 590 and regulatory requirements.
- Excellent verbal and written communication skills.
- Knowledge of operational procedures, practices and policies.
- Demonstrates the ability to sell Bank products and services.
- Able to mentor new associates through on the job training.
- Requires the ability to multi-task and work with over 25 software applications.
- Requires intermediate computer skills, including MS Office and banking software.
- Skill in basic troubleshooting: mobile devices, browsers, and other technology as it relates to online banking.
- Thorough understanding of products and services offered by bank. Advanced knowledge in specialty area.
- Excellent customer service skills and ability to work effectively with the public.
Job Location(s): Ability to work fully onsite at posted location(s).
1801 California St. Suite 800, Denver, CO
Our Benefits:
We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is [$19.00 - $24.00], and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.
We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.
Our Commitment to Diversity:
Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].
To Staffing and Recruiting Agencies:
Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.