Client Support Specialist

Location: Retail Client Support DepartmentCompany Overview:Established in 1895, Bay State Savings Bank is an approximately $500MM, Massachusetts-based mutual Bank. BSSB has six branch locations in central Massachusetts and operates one education branch within a high school. BSSB is the only remaining mutual savings bank originally headquartered in Worcester, Massachusetts. BSSB is a value-driven organization committed to international actions and investments that position the Bank as the communities’ preferred choice for Banking.Position Description:The Client Support Specialist performs a wide and in-depth variety of work relating to the execution of the Bank’s financial management and information processing systems. This includes customer data analysis and review, investigative functions, and reporting. Performs operational and technical duties as required to accomplish departmental and management objectives. Utilizes established policies, procedures, and governing laws to guide all decisions. Duties involve sensitive information subject to important confidentiality standards. Supports the Bank’s mission, culture, and values.Key Responsibilities:Maintains optimal level of customer service (internal and external) within the department and bank wide. Research customer accounts, complex problems and inquiries, process adjustments and corrections to customer accounts as needed.Performs ACH origination, Remote Deposit Capture and Wire Transfer set up, troubleshooting and review of files. At times this requires being onsite with the customer and/or vendor, Fiserv. Work as the liaison for Cash Management Client’s services for the bank.Process ATM and debit card ordering, dispute handling and provisional credits according to Regulation E and NACHA Rules. Process card exceptions as it pertains to debit card processing. Monitors other department’s involvement in the process and improves or modifies as needed.Performs the daily review of IRA transaction reports to ensure that transactions are completed properly and makes corrections as needed, and on a continuing basis processes the automated required minimum distribution process. Performs all aspects of IRA processing. Work as a liaison between the branch sales team and department servicing IRA clients.Back up to the daily basis process of the retail mobile deposit files via Vertify.Back up for reports pertaining to iBanking and Reg D.Reviews ATM/Debit card maintenance reports, Death Notifications, Reclamation reports, ACH Stop Payments and the DP Maintenance reports.Responsible to check OFAC on ACH Origination batches and all outgoing wire transfers prior to sending them.Processes Cash Items received daily from the Federal Reserve Bank.Back up to ACH Prenotes, Business Online Banking set ups, Document Imaging batch indexing.Performs additional duties as requested.Qualifications, Education and Experience:IRA/HSA experience preferred.Above average communication skills to interact with all levels of management, customers, and employees in departments of the Bank, as well as providing excellent telephone customer service.The ability to operate a variety of automated and standard office equipment such as typewriter, adding machine, calculator, and on-line computer. Capability to operate PC using spreadsheet and word processing programs.Possess thorough working knowledge of bank products, fee structure, policies, and procedures as they relate to quality performance.Strong knowledge and understanding of Regulatory requirements relative to Electronic Banking (Regulation E, Reg DD, NACHA, MasterCard and NYCE).Ability and willingness to adapt to change.Strong written and oral communication skills.Strong organizational skills with strict attention to detail.Ability to understand systems and share knowledge with Customer Support and other departments.Excellent communication skills at all levels (front line staff to board room) both written and verbal, with particular skill at navigating the challenges of communication needed in hybrid and remote environments. Considered a consummate professional with strong ability to articulate the bank’s vision to a variety of audiences.Ability to work in a fast-paced diversified environment.Outstanding sales and service orientation.Strong ability to lead and motivate others.High school diploma or equivalent with three-five years working experience in a banking business-oriented atmosphere in order to attain a working familiarity with accounts, law and customer relations. Proficiency in various operations/accounting functions performed can be acquired through three to five years of progressively responsible experience.

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