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.

About the role

This position supports the bank’s call center. 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 our Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank clients.

Responsibilities

• Assist with client questions, complaints, and banking inquiries with 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 but not limited to 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.
• 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

We are a culture that believes that people are our greatest asset and are at the heart of everything we do. We take pride in bringing clarity and simplicity to our associates (employees) and clients. Our decisions are made efficiently, fairly, and locally. Our success is directly tied to the communities we serve. It is equally important for us to look through the lens of our applicants and associates to identify their individual needs.

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.
• Paid time off.
• Education reimbursement.
• Associate banking perks.

Equal Opportunity Employer

The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. The Bank's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The Bank is proud to be a drug-free workplace.