Client Experience Specialist 2

Our goal at Fidelity is to create a better future by acting with accountability and integrity alongside our customers and within our communities. Since 1908, we have built a legacy upon simple, enduring values and an unwavering commitment to the communities we serve. We pride ourselves on being part of a community-focused and team-oriented work culture where we invest in our associates to ensure success within the company.

Fidelity Bank, headquartered in New Orleans, Louisiana, believes in making a difference by living our mission of "Here for Good" to help families and businesses thrive in the communities we serve.

Fidelity promotes a culture of work/life balance for all associates. We offer a competitive total rewards package for eligible associates including:

• Competitive pay based on the position, qualifications, relevant experience, and skillset

• Paid Time Off

• Up to 14 paid holidays annually

• Comprehensive Medical, Dental, and Vision Insurance

• Employer Funded Health Savings Account

• Paid Parental Leave

• 401(k) with matching contributions

• Wellness Program to reduce health insurance premiums

• Free or discounted banking and mortgage services

• Basic Life Insurance and AD&D

• Tuition Reimbursement Plan

• Associate Referral Program

• Associate Volunteer Program

• Employee Assistance Fund (subject to IRS guidelines)

• Employee Assistance Program

• Opportunities for training and career development

• Gym Discounts, Verizon Wireless Discounts, Tickets At Work Discounts

• Retail branch locations are closed on Saturdays!

The benefits listing is for informational purposes. Additional details regarding compensation and benefits will be provided during the application process. Fidelity reserves the right to modify, amend, or terminate any and all benefits at any time.

Do you want to make a difference? If so, this opportunity may be the right choice for you! Fidelity Bank is looking for competitive, self-reliant, energetic individuals that are driven to succeed.

Position Summary:

The Client Experience Specialist 2 is responsible for delivering exceptional client experience to build, expand, and retain long-term client relationships through account servicing and maintenance requests, teller transactions, problem resolution, and other transactional needs. The Client Experience Specialist 2 provides financial solutions to existing and prospective clients by assessing their financial needs and offering bank products and services to help clients accomplish financial success.

This is a remote position in North Carolina.

This position is non-exempt under the Fair Labor Standards Act and is eligible for overtime pay.

This position may be filled at a lower or higher level depending on the candidate's qualifications and relevant experience.

Required Qualifications, Competencies, and Skills:

• GED or High School Diploma

• 3-5 years of retail banking experience including teller/ITM cash handling

• Proficient in Microsoft Office Suite to include Word, Excel, Outlook, PowerPoint, Teams

• Proficient online, mobile, digital wallet banking and social media skills

• Knowledge/experience with: Five9, Zelle CST, Helix2, HORIZON, Partner Care, Digital Insight, Cash Edge, Teller NOW, FASTLINE, Image Centre, Consumer Online Banking, Online Bill Pay, Business Online Banking Services, Mobile App, Intuit Partner Care, Digital Insight Management Console, COMPASS, Fidelity AdvantEDGE Remote Deposit Capture access troubleshooting

• Bank product cross-selling aptitude

• Ability to follow established standards and use judgment to determine when appropriate to escalate

• Ability to run and understand department production reports and communicate results

• Availability to work a schedule within the hours of 7am to 7pm CST

• Developed math skills (addition, subtraction, multiplication, division) for client escrow analysis reconcilement

• Developed communication and customer service skills

• Developed time management and problem-solving skills

• Cross sell bank products and services using Sales Force application

• Detail oriented and organized

• Ability to work in a fast-paced environment and under pressure

Preferred Qualifications, Competencies, and Skills:

• Bachelor's degree in related field such as Business, Finance or Communications

• Bilingual skills

• Bank deposit operations experience

Essential Duties and Responsibilities:

• Assist level 1 Specialists with research and problem resolution to basic internal and external inquiries

• Attend meetings as requested and actively participate in client experience projects

• Ensure Five9 application, video and microphone technology works seamlessly for specialist/client interactions

• Exhibit Fidelity's World Class Client Service Standards while illustrating our service mantra of Simple, Easy, and Fast with every interaction

• Answer incoming calls/chats/emails from customers regarding deposit and loan accounts including assistance with banks' product services

• Assist clients with moderate to complex Quicken, Quick Books, Andi (Digital Banking) and Zelle PFM phone and client service portal inquiries

• Provide account statements, transaction histories and canceled check copies to clients compliant with disclosed bank fee schedule of services

• Process check order, stop payments, change of addresses, merchant check verifications, unauthorized ACH/debit requests, ID theft flags, debit card travel indicators, account holds, account notations and Written Statement of Unauthorized Debit

• Order/deactivate debit cards, set up temporary card limits and perform card maintenance as required

• Process debit card disputes for Reg E claims

• Resolve branch and external client service portal inquiries

• Resolve/initiate Intuit Partner Care cases directed to/from sponsor as required within department guidelines

• Research and resolve minor to complex client inquiries within department service level agreements

• Document all client complaints directed to the Call Center and document into Compliance Service Portal as required

• Process ITM transactions and balance the ITM transaction drawer

• Process CheckFree/FISERV Bill Pay Sponsor Cases, Request for Additional Information and Open CheckFree Case Status'

• Responsible for educating clients regarding bank products and services with the expectation to increase business unit sales revenue

• Meet assigned goal completion rate on service portal tickets directed to Call Center for processing

• Responsible for annual disaster recovery (DR) testing as requested

• Provide support to all bank direct mailings or marketing campaign advertisements

• Consistently exemplify our Core Values of Integrity, Community, Dependability, Excellence, Longevity, and Accountability

• Comply with regulatory rules and regulations evidenced through successful completion of training and demonstrated ability

• Perform other duties and/or special projects as appointed by management

• Physical Requirements: primarily sitting with some standing, walking, lifting and bending

Fidelity Bank is an Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Fidelity promotes a drug free workplace.

If you require an accommodation to submit your application for an open position, please send an email request to talentmanagement@bankwithfidelity.com or call 985-612-2764. All information provided will be kept confidential and will only be used to the extent required to provide the needed reasonable accommodation.

For assistance or questions regarding the recruitment process, please email talentmanagement@bankwithfidelity.com.

This position is located in Charlotte, NC, 28202.