Client Services & Solutions - Specialist II

Culture

Common sense has never been common. If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn’t just see a number, they’d see a dad or a mom or a graduate or a business owner. Our associates understand the complexities of people’s lives and offer simple solutions.

About the role

This position supports the bank’s call center. Call centers create valuable interactions that build trust and loyalty. As a Client Services and Solutions Specialist, you will play a pivotal role in nurturing strong relationships, providing exceptional client experiences, and preventing fraud for Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank clients.

Responsibilities

• Assist with client questions, complaints, and banking inquiries with high degree of courtesy, compassion, and professionalism.
• Use effective communication, probing questions, and critical thinking to ascertain various needs while identifying any areas of fraud.
• Provide both internal and external Online Banking and Bill Payment support.
• Offer resolution for client concerns and offer relevant solutions for their personal banking financial needs.
• Maintain a rapport with clients and team members, treating them with respect and consideration regardless of their status or position.
• Manage difficult and stressful situations in a fast-paced environment.
• Prioritize competing demands and effectively manage multiple tasks.
• Adhere to established procedures and processes for fraud prevention.

Requirements

• High School Education or equivalent.
• Minimum of 2 years of relevant job experience within a bank call center.
• Basic knowledge of call center protocol and client servicing experience.
• Basic level of work experience, knowledge, and training in call center environment.
• Fraud protection experience.

Desired Qualifications

• Associate’s degree.
• Experience with bank call center/client servicing.
• 3+ years of relevant job experience.
• Bilingual in Spanish and English.
• Fraud detection experience strongly desired.

Skills and Abilities

• Strong interpersonal skills and the ability to build peer and/or team cohesiveness.
• Logical thinking and the ability to analyze situations and provide appropriate solutions, which may include personal banking products.
• Effective oral and written communication skills with the ability to clearly and concisely articulate resolution to a variety of issues.
• Awareness on digital banking tools and general instruction to enhance the client user experience.
• Ability to manage difficult and stressful situations in a fast-paced environment.
• Ability to prioritize competing demands and effectively manage multiple tasks.
• Responsiveness and flexibility; ability to adapt to changes.
• Proficient in Microsoft Excel, Word, and vendor web solutions.

Work Environment

• Work from home (WFH), Virtual, Remote environment.
• Hours can vary from 8am-7pm M-F CT and every other Saturday 9am-2pm CT.
• Must be able to work at a rapid pace for long periods (typically no longer than 8 hours).
• Must be able to work overtime to the extent necessary.

Benefits

• Scorecard-based incentive plan based on company and individual performance.
• Medical, dental, vision, critical illness, accident and hospital indemnity insurance.
• Company paid life insurance.
• Parental benefits.
• 401k.
• Associate stock purchase program.
• Paid time off.
• Education reimbursement.
• Associate banking perks.