The Sr. Client Service Specialist is responsible for providing a full range of professional, technical, and general support to customers and Trust personnel. Leverage advanced expertise in IRA Administration services to drive improvements as well as provide excellent customer service to PPT customers as well as internal teams. Work is increasingly complex in nature and works independently under minimal supervision.

RESPONSIBILITIES:

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of complex customer inquiries, questions or concerns to resolution
• Make appropriate decisions on behalf of the customer quickly and effectively
• Provide information and knowledgeable assistance efficiently and professionally
• Ability to work independently to effectively prioritize work to ensure efficiency, requiring minimal supervision
• Follows up and follows through on all pending customer inquiries on daily basis while tracking all activities in the department’s Salesforce system
• Effectively manage customer complaints and de-escalate when necessary
• Research complex tickets and provide updates and timely resolution
• Consistently meet defined key performance indicators
• Act as primary escalation point for internal and external clients
• Provide support, training and coaching to Client Services colleagues
• Maintain awareness and knowledge of procedures, new initiatives and product changes/enhancements
• Provide simple to complex technical assistance, support, training and troubleshooting for Trust customers including but not limited to the following services:
• Consumer online distributions & trades
• General Account Inquiries
• Password resets for various systems
• Telephone distributions and trades

• Assist with onboarding and training of new Client Service Specialists, as well as ongoing coaching
• Assist with educating team by confidently conducting training, developing training materials, and identifying training needs. Contribute to the ongoing success of the team by identifying areas of opportunity and participating in team initiatives
• Coordinate when needed in order to resolve customer inquiries and system issues.
• 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.

QUALIFICATIONS:

• 1+ years IRA experience including internal and external customer service

Denver pay range. This position starts at $22/hr. - $27/hr. A discretionary bonus may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)