Client Relations Specialist

Position Summary

The Client Relations Specialist delivers exceptional day‑to‑day service to HomeEquity Bank clients across phone, email, fax, mail, in‑person and the Client portal. The role supports fee collection, identifies operational efficiencies, and helps the team exceed service level agreements on phone and email channels.

Major Elements of the Role

Deliver Exceptional Daily Client Service

• Handle incoming client inquiries (phone, e‑mail, voicemail, mail, fax and in‑person) promptly and professionally, following departmental SOPs and scripting templates.
• Process client requests received from other HEB Business units ensuring compliance with anti‑money laundering (AML) and privacy legislation.
• Coordinate with other HEB departments to ensure timely responses to client needs.
• Manage and resolve client complaints, escalating when appropriate, following the complaint handling policy and procedures.
• Mainta...