Client Services Associate

Description

Steelhead Finance, a subsidiary of People’s Bank of Commerce, is a leader in factoring and financial solutions for businesses seeking to manage and grow their cash flow. Established in 1981, we are located in Medford, OR. Our mission is to provide the best customer service possible to the many clients, customers, and partners we work with on a regular basis. We continue to build an ever-growing team that:

• Delivers top-notch service
• Embraces change
• Pursues personal growth
• Helps build a positive team spirit
• Is passionate and creative

This position assists the Relationship Managers in managing portfolio risks. Performs diverse duties in support of, and in conjunction with, the Steelhead team, including but not limited to accurately problem-solving customer invoice issues and collection on invoices in a designate portfolio, while communicating concerns to management and Relationship Managers in a timely manner. Provides excellent customer service and administrative support for Steelhead Finance.

Reports to: Client Services Supervisor

Supervises: None

Requirements

Duties and Responsibilities: 

• Manage portfolio risks, resolving issues in a timely manner.
• Use provided tools to oversee items needing follow up, while abiding by the direction of the Relationship Manager.
• Identify and focus on highest risk portfolios, while managing the status of their portfolio.
• Ensure the Relationship Manager is immediately informed on all portfolio weaknesses, concerns and issues.
• Provide friendly, courteous, and professional communication support, including responding to incoming telephone calls, electronic mail and voice mail for both internal and external customers. 
• Act as a liaison between customers and Relationship Managers.
• Complete daily billing tasks.
• Verify invoices prior to and after client funding.
• Input information into electronic system to track progress on a portfolio.
• Assist with client concerns and issues with invoices and generate solutions.
• Request and obtain needed documents from clients.  
• Complete required internet and compliance training within established time frames.
• Complete collection process for invoices at levels that fall within company norms.  
• Attend meetings as requested.
• Perform other duties as assigned.

Performance Standards:

• Maintain accuracy, neatness, and thoroughness in performance of assigned duties to minimize errors.
• Complete collection process for invoices at levels that fall within company norms.  
• Prioritize tasks and special assignments to meet deadlines daily. 
• Answer telephone by 3rd ring.
• Respond promptly to walk-in customers and incoming telephone calls by assisting or referring them to appropriate personnel/departments.
• Maintain a satisfactory level of attendance and tardiness as defined in the company attendance policy. 

Skills and Abilities required:

• Must be able to work within and foster a team environment, while effectively managing own workload.
• Excellent oral, written and telephone communication skills.
• Problem-solving skills and ability to tactfully resolve difficult customer situations.
• Strong proven interpersonal skills in order to provide superior quality service to teammates and customers.  
• Supporting the company’s commitment to fun, professional, service-oriented working/business environment. 
• Ability to manage multiple priorities and achieve results according to department priority.

Education, training, and experience:

• Successful completion of a high school diploma or GED. 
• Excellent knowledge of office equipment essential to job performance: ten-key calculator and personal computer.
• Strong knowledge of computer programs: Word, Outlook and Internet usage.

Working environment and conditions:

• Physical Demands:

Lifting (up to 30 Pounds)

Sitting

Walking

Standing

Finger dexterity

• Mental Demands:

Interaction with staff and customers

Ability to focus and maintain careful attention to detail.

Act on own initiative

Work unsupervised to meet deadlines/demands.

Problem-solving

Multitasking

May include extended periods of time at the computer terminal.

• Environmental Demands:

Occasional exposure to noise, hazards, fumes, dust or odors associated with office location and external influences.

Potentially hazardous conditions associated with financial instructions, i.e. robbery, kidnap, extortion, etc

The above statements are intended to describe the general nature and level or work to be performed. They are not intended to be an all-inclusive listing of all responsibilities, duties and skills required for this position. These job requirements are subject to change to reasonably accommodate qualified disabled individuals.

Those selected must be able to provide proof of legal right to work in this country. Hiring will be subject to criminal history background check, credit check, drug screen and references.

People's Bank of Commerce is an Equal Opportunity Employer of minorities, women, protected veterans, and individuals with disabilities. If you are an individual with a disability and require reasonable accommodation to complete all or part of the application process, please call 541-494-4358 or email [email protected].