Client Services Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• You will represent Grasshopper by addressing our clients’ inquiries or issues, ensuring a smooth banking experience and effective resolution process.

• Your primary responsibility will be to guide clients through the onboarding, account opening, and management phases.

• Additionally, this role will emphasize providing continuous support for our supplementary product and service offerings, while also enhancing the overall client relationship with the bank.

• Strong communication and service skills are essential in this position as you will collaborate with various departments, including Banking, Operations, Technology, and Risk and Compliance, to help establish and maintain best practices for our team and clients.

• Your responsibilities will include:

• - Serving as the main point of contact for clients from diverse organizational backgrounds, such as Consumers and Businesses.

• - Logging, dispatching, and resolving client requests in accordance with established procedures.

• - Engaging with other departments and third-party vendors to address client inquiries.

• - Offering guidance and support on a range of projects and tasks.

• - Managing multiple client communication channels, including phone, chat, email, SMS, and secure messaging.

• - Training alongside senior team members to become a subject-matter expert within the department, while also mentoring junior colleagues to strengthen the Client Services function within the bank.

• - Participating in training sessions and adhering to laws and regulations governing financial institutions, such as the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) legislation, the Office of Foreign Assets Control (OFAC), Consumer Privacy, Information Security/Gramm-Leach-Bliley Act, Bank Protection Act, Community Reinvestment Act, Regulations B, CC, E, D, DD, and others.

⛳️ Requirements

• A minimum of two (2) years of experience in a customer-facing service role within a banking or financial services environment.

• Familiarity with business documentation for new accounts, including ownership and authority verification.

• Flexibility to work varied hours to accommodate clients in different time zones.

• Ability to communicate effectively, both verbally and in writing, demonstrating above-average grammar, syntax, and spelling.

• Experience in accurately logging completed tasks and client activities in a ticketing database; familiarity with Zendesk’s suite of applications is preferred but not mandatory.

• Strong problem-solving abilities and capacity to work independently.

• Proven proficiency with technology, including Microsoft Windows, Mac OS, and mobile platforms.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and training.

• Flexible work arrangements to promote work-life balance.