Job Function:

Treasury Client Service Representative (CSR)

Primary Location: Onsite - Santa Fe Springs, CA

Compensation: Non-Exempt - $22- $25/ hourly

Company: Superior

Hours: 8:30pm PST - 5pm PST

About Us:

We are seasoned treasury experts, dedicated to serving all of our clients' banking needs. With over 90 years of experience in the financial industry delighting our clients, we have earned the trust of banks and businesses by building long-standing relationships and delivering outstanding results every time. We think of ourselves as your dedicated partners and collaborators striving to make a meaningful impact to your organizational efficiencies so you can personally feel things running smoother. Superior is your flexible partner serving your evolving needs for decades to come. We offer superior customer experiences focused on their banking needs, including conversion and migration services, check printing, RDC scanner fulfillment, cash vault supplies, security token distribution, remote cash capture, call center and help desk solutions, as well as full color and variable print and mail capabilities.

Position Overview

The Treasury Client Service Representative (CSR) plays a vital role in ensuring exceptional service delivery to both dedicated and non-dedicated clients. This position is responsible for processing a high volume of orders across multiple channels while managing communications effectively with clients, team members, and internal departments. The CSR must maintain a balance of speed and accuracy, meeting daily productivity goals and quality metrics.

Essential Functions

• Answer and respond to inbound calls from multiple phone queues in a timely and professional manner
• Reach out to clients via phone or email to follow up on orders or clarify information
• Process client orders received via email, phone, mail, and fax, ensuring accuracy and timeliness
• Follow an order through multiple stages of processing, ensuring accuracy and fulfillment from entry to completion
• Maintain responsibility for both assigned (dedicated) and unassigned (non-dedicated) client accounts
• Communicate proactively and effectively with clients, internal departments, leadership, and team members
• Follow written and verbal instructions and communicate clearly and professionally in return
• Multitask and prioritize as needed while maintaining accuracy and customer satisfaction
• Collaborate with other departments (e.g., production, sales, solutions) as needed to fulfill client needs or resolve issues
• Maintain up-to-date client and order records in internal systems
• Follow company policies and procedures to ensure consistency in service delivery
• Promote related products and upselling when appropriate
• Advise customers on discounts and price breaks to encourage additional purchases
• Multitask and prioritize assignments as needed
• Support team efforts and department needs with flexibility and professionalism
• Meet and maintain key performance metrics:
  • Productivity: Minimum average of 50 orders per day
  • Quality: Maintain an internal/external error ratio of 3% or lower
  • Client Satisfaction: Contribute to annual CSAT goals and maintain a high client experience standard

This job description is not intended to contain a comprehensive listing of duties, activities, or responsibilities that are required of this class.

Minimum Requirements: To perform the duties of this position successfully, an individual must be able to perform each of the essential functions satisfactorily. The following requirements are representative of the education, knowledge, skills, and abilities required for this position.

Education

A high school diploma or GED and/or a combination of education, training and experience that demonstrates possession of the knowledge, skills and abilities required to perform the essential functions of the position.

Experience

2 years of experience providing direct customer service, documenting orders and transactions utilizing a computer system and working effectively on a service team.

Knowledge, Skills, Abilities

• Thorough knowledge of high-level customer service principles and practices
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to follow oral instructions and read, comprehend, interpret, and apply written policies and instructions to individual situations.
• Ability to accurately type 35 wpm.
• Good oral and written communication skills to communicate with internal staff and customers.
• Ability to work under pressure and with shifting priorities.
• Possess standard working knowledge and skills in the use of Microsoft Word, Excel, and Outlook and the demonstrated ability to utilize automated order systems to document orders and transactions.

Other Requirements

• Must pass a background investigation and drug test to the satisfaction of Superior.

Environment

Competitive Pay: We offer fair and competitive wages based on experience and market standards.

Health Insurance: Competitive medical, dental, and vision plans to ensure you and your family are covered.

Life and Disability Insurance: Company-provided life insurance along with short-term and long-term disability coverage.

Employee Assistance Program (EAP): Access to confidential counseling and support services for personal and professional challenges.

Paid Time Off (PTO): Generous paid vacation, sick leave, and holidays.

Professional Development: Opportunities for growth, training, and skill-building within the company.

Equal Opportunity Employer: Superior is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, national origin, age, genetic information, disability, protected veteran status, or any other characteristic or category protected by local, state, or federal law.