Client Services & Solutions – Specialist II

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

📋 Description

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

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

• Employ effective communication skills, probing questions, and critical thinking to understand client needs and detect potential fraud.

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

• Resolve client issues while proposing suitable personal banking solutions.

• Navigate various systems, programs, interaction channels, and vendor web solutions.

• Adhere to established fraud prevention protocols as an essential line of defense.

• Cultivate positive relationships with clients and team members by providing courteous, compassionate, and professional service.

• Keep up-to-date knowledge of and comply with BSA, OFAC, bank regulations, policies, and procedures.

• Offer guidance on digital banking tools to improve the client user experience.

⛳️ Requirements

• High School diploma or equivalent.

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

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

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

• Experience in fraud protection.

• Capability to think logically, analyze scenarios, and provide suitable solutions, including personal banking products.

• Excellent oral and written communication skills.

• Ability to inform clients about digital banking tools and provide general instructions.

• Competence in managing challenging and stressful situations in a fast-paced environment.

• Skill in prioritizing competing demands and effectively handling multiple tasks.

• Responsiveness and flexibility; ability to adjust to changes.

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

• Capability to maintain a rapid work pace for extended periods, typically not exceeding 8 hours.

• Willingness to work overtime as needed.

• Associate’s degree (preferred).

• Experience in bank call center/client servicing (preferred).

• 3+ years of relevant experience (preferred).

• Bilingual in Spanish and English (preferred).

• Strongly preferred experience in fraud detection.

🏝️ Benefits

• Eligibility to take part in a scorecard-based incentive plan tied to company and individual performance.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Critical illness insurance.

• Accident insurance.

• Hospital indemnity insurance.

• Company-paid life insurance.

• Parental benefits.

• 401(k) plan.

• Associate stock purchase program.

• Paid time off.

• Education reimbursement.

• Associate banking perks.

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