Client Services & Solutions – Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support for the call center servicing clients of Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank.

• Deliver outstanding client experiences while preventing fraudulent activities.

• Address client inquiries, complaints, and banking-related questions.

• Utilize effective communication, probing questions, and critical thinking skills to assess client needs and uncover potential fraud.

• Offer both internal and external support for Online Banking and Bill Payment services.

• Resolve client issues and present suitable solutions for their personal banking requirements.

• Navigate various systems, programs, and communication channels efficiently.

• Adhere to established fraud prevention protocols and procedures.

• Foster positive relationships with clients and team members, treating everyone with respect and consideration.

• Stay updated with and comply with BSA, OFAC, bank regulations, policies, and procedures.

⛳️ Requirements

• High School diploma or equivalent qualification.

• At least 2 years of relevant experience in a bank call center.

• Fundamental understanding of call center protocols and client service practices.

• Basic level of experience, knowledge, and training in a call center setting.

• Experience in fraud protection.

• Excellent interpersonal skills with a knack for fostering team cohesion.

• Ability to think logically, analyze scenarios, and provide fitting solutions, including personal banking products.

• Strong verbal and written communication abilities.

• Capable of educating clients about digital banking tools and providing general guidance.

• Competent in managing challenging and high-pressure situations within a fast-paced environment.

• Effective at prioritizing competing demands and managing multiple tasks simultaneously.

• Demonstrates responsiveness, flexibility, and adaptability to change.

• Proficient in Microsoft Excel, Word, and vendor web solutions.

• Ability to maintain a fast work pace for extended periods, generally up to 8 hours.

• Willingness to work overtime as needed.

• Preferred: Associate's degree.

• Preferred: Experience in bank call center/client service roles.

• Preferred: 3+ years of relevant work experience.

• Preferred: Bilingual in Spanish and English.

• Preferred: Strong experience in fraud detection.

🏝️ Benefits

• Opportunity to participate in a scorecard-based incentive plan linked to company and individual performance.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Critical illness insurance.

• Accident insurance.

• Hospital indemnity insurance.

• Company-sponsored life insurance.

• Parental benefits.

• 401k retirement plan.

• Associate stock purchase program.

• Paid time off.

• Education reimbursement for further development.

• Associate banking perks.

• Work from home (WFH), virtual, or remote environment options.