Client Services & Solutions - Specialist II

About the role

This position supports the bank's call center, fostering valuable interactions that build trust and loyalty. The Client Services and Solutions Specialist plays a crucial role in nurturing strong relationships, providing exceptional client experiences, and preventing fraud.

Responsibilities

• Assist with client questions, complaints, and banking inquiries with high levels of courtesy, compassion, and professionalism.
• Use effective communication, probing questions, and critical thinking to ascertain various needs while identifying any areas of fraud.
• Navigate various systems and programs to provide both internal and external Online Banking and Bill Payment support.
• Offer resolution for client concerns and relevant solutions for their personal banking financial needs.
• Build rapport with clients and team members, treating them with respect and consideration regardless of their status or position.
• Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

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.
• Clear and concise oral and written communication skills.
• 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.
• Responsive and flexible; ability to adapt to changes.
• Proficiency in Microsoft Excel, Word, and vendor web solutions.

Work Environment

We operate in a remote environment with work hours varying 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) and work overtime as needed.

Benefits

• Scorecard-based incentive plan based on company and individual performance.
• Generous benefits package including medical, dental, vision, critical illness, accident and hospital indemnity insurance, company paid life insurance, parental benefits, 401k, an associate stock purchase program, paid time off, education reimbursement, and associate banking perks.