Client Care Specialist

Kforce has a client that is seeking a Client Care Specialist in Phoenix, AZ.

Summary:

We are seeking a Client Care Specialist to support a high-volume customer service operation during a major banking platform conversion. This role is ideal for someone with experience in customer service, call centers, branch banking, personal banking, or financial services who enjoys solving problems and delivering a high level of service.

The Client Care Specialist will assist consumer and business customers primarily by phone and secure messaging, helping resolve account, product, navigation, and transaction-related questions. This is a fast-paced environment where you'll navigate multiple systems, research customer issues, document interactions, and take ownership of inquiries through resolution.

Responsibilities:

• Provide professional, high-quality customer support through phone, email, and secure messaging
• Assist consumer and business customers with account, product, transaction, and online banking questions
• Research and resolve customer inquiries while providing a white-glove customer experience
• Support banking products and services that may include ACH, wire transfers, Remote Deposit Capture, Positive Pay, Reverse Positive Pay, and other payment or treasury services
• Navigate multiple applications and systems simultaneously while communicating clearly with customers
• Take ownership of customer issues from initial contact through resolution and follow-up
• Accurately document customer interactions, troubleshooting steps, and resolutions
• Follow established customer verification, security, risk, and regulatory procedures
• Identify time-sensitive or higher-risk situations and escalate issues appropriately
• Partner with internal teams to research and resolve complex customer requests
• Maintain accuracy and professionalism in a high-volume contact center environment
• Participate in training and other projects as business needs require
• High School diploma or equivalent required
• 1+ years of experience in customer service, call center support, branch banking, banking operations, treasury services, or a related environment
• Strong verbal and written communication skills
• Excellent customer service and problem-solving abilities
• Ability to multitask and work efficiently across multiple computer systems
• Comfortable working in a fast-paced, high-volume phone environment
• Strong attention to detail and ability to accurately document customer interactions
• Ability to learn new banking products, processes, and technologies quickly
• Ability to maintain professionalism while handling complex or time-sensitive customer issues
• Flexibility to work assigned shifts and overtime based on business needs
• Ability to complete required training without planned time off during the training period

Preferred Qualifications:

• Previous banking, credit union, financial services, or fintech experience
• Call center or contact center experience
• Branch banking or Personal Banker experience
• Knowledge of consumer or small-business banking products
• Experience with ACH, wires, treasury management, cash management, payment processing, or digital banking
• Experience supporting customers through a system or platform conversion
• Experience working in environments with significant daily call volume
• Microsoft Excel experience
• Spanish bilingual skills are a plus

Entry level candidates with strong communication, technical aptitude, and customer service skills are also encouraged to apply.

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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