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.

• Assist customers with inquiries, complaints, and various banking-related questions.

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

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

• Address client concerns and present suitable solutions for personal banking financial requirements.

• Manage client interactions through multiple channels while navigating various systems and software.

• Adhere to established fraud-prevention protocols as a crucial line of defense.

• Establish rapport with clients and team members, treating everyone with respect and consideration.

• Stay updated on and comply with regulations and bank policies, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

• Educate clients on digital banking tools to improve their user experience.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Basic understanding of call center operations and customer service experience.

• Foundational experience, knowledge, and training in a call center environment.

• Experience in fraud protection.

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

• Availability to work hours ranging from 8am to 7pm Monday to Friday Central Time, and every other Saturday from 9am to 2pm Central Time.

• Capability to perform at a fast pace for extended periods, typically not exceeding 8 hours.

• Willingness to work overtime as required.

• Associate’s degree is preferred.

• Bilingual proficiency in Spanish and English is a plus.

• Strongly preferred experience in fraud detection.

🏝️ Benefits

• Opportunity to participate in a scorecard-based incentive program based on individual and company 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) opportunities in a virtual, remote setting.