Client Services & Solutions – Specialist II

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

📋 Description

• Provide support to the bank’s call center operations.

• Cultivate robust client relationships and deliver outstanding client experiences.

• Identify and prevent fraudulent activities.

• Assist clients with inquiries, complaints, and various banking questions.

• Utilize effective communication, probing techniques, and analytical thinking to assess client needs.

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

• Address client issues and recommend appropriate personal banking solutions.

• Navigate through multiple systems, programs, channels, and vendor web solutions.

• Adhere to established fraud-prevention protocols and procedures.

• Foster rapport with clients and team members.

• Stay updated on and ensure compliance with BSA, OFAC, bank regulations, policies, and procedures.

• Provide insights on digital banking tools and general guidance to enhance the client 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 client service experience.

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

• Experience in fraud protection.

• Associate’s degree is preferred.

• Preference for experience in bank call center or client servicing roles.

• Preferred 3+ years of relevant work experience.

• Bilingual proficiency in Spanish and English is preferred.

• Strongly desired experience in fraud detection.

• Excellent interpersonal skills.

• Ability to logically assess and analyze situations.

• Strong verbal and written communication abilities.

• Capability to provide guidance and training on digital banking tools.

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

• Ability to prioritize competing demands and handle multiple tasks effectively.

• Demonstrated responsiveness, flexibility, and adaptability to change.

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

• Must be capable of working rapidly for extended periods, typically not exceeding 8 hours.

• Must be available for overtime as required.

🏝️ Benefits

• Eligibility to engage in a scorecard-based incentive program based on personal and company performance.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Critical illness insurance benefits.

• Accident insurance coverage.

• Hospital indemnity insurance options.

• Company-funded life insurance.

• Parental benefits provided.

• 401(k) retirement plan.

• Associate stock purchase program.

• Paid time off benefits.

• Educational reimbursement options.

• Banking perks for associates.

• Opportunity to work from home (WFH) in a virtual, remote setup.