Client Services & Solutions – Specialist II

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

📋 Description

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

• Assist clients by addressing their questions, complaints, and banking inquiries.

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

• Deliver support for both internal and external online banking and bill payment services.

• Resolve client issues and present relevant solutions tailored to personal banking requirements.

• Navigate through various systems, programs, and client interaction channels efficiently.

• Adhere to established fraud prevention protocols and procedures.

• Foster rapport with clients and team members alike.

• Stay updated with applicable regulations, bank policies, and procedures, including BSA and OFAC requirements.

• Operate within a defined structure to achieve precise and repeatable outcomes.

⛳️ Requirements

• High School diploma or equivalent qualification.

• A minimum of 2 years of pertinent experience in a bank call center.

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

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

• Experience in fraud protection.

• Ability to think critically, analyze scenarios, and offer suitable solutions, including personal banking products.

• Excellent oral and written communication abilities.

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

• Proficient in handling challenging and stressful situations in a fast-paced environment.

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

• Demonstrated responsiveness and flexibility; ability to adapt to changes promptly.

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

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

• Willingness to work overtime as required.

🏝️ Benefits

• Eligibility to participate in a scorecard-based incentive plan that reflects both company and individual performance.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Critical illness insurance.

• Accident insurance coverage.

• Hospital indemnity insurance.

• Company-paid life insurance policy.

• Parental benefits.

• 401(k) retirement plan.

• Associate stock purchase program.

• Paid time off.

• Education reimbursement opportunities.

• Associate banking perks.

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