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 their inquiries, complaints, and banking-related questions.

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

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

• Address client issues and propose suitable personal banking solutions.

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

• Adhere to established procedures and processes for fraud prevention.

• Keep updated knowledge of and comply with BSA, OFAC, bank regulations, policies, and procedures.

• Foster relationships with clients and team members while delivering courteous, compassionate, and professional service.

• Guide clients on digital banking tools to enhance 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 protocols and client service experience.

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

• Experience in fraud protection is essential.

• An Associate’s degree is preferred.

• Experience in bank call center or client servicing is preferred.

• A minimum of 3 years of relevant work experience is preferred.

• Bilingual proficiency in Spanish and English is a plus.

• Strong background in fraud detection is highly desirable.

• Excellent interpersonal skills and the ability to foster team cohesiveness.

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

• Strong verbal and written communication abilities.

• Capability to raise awareness about digital banking tools and provide general guidance.

• Competence to handle challenging and high-pressure situations in a fast-paced environment.

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

• Flexibility, responsiveness, and adaptability to change.

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

• Must be able to sustain a rapid work pace for extended periods, typically not exceeding 8 hours.

• Availability for overtime as needed.

• Must be available during varying hours from 8am–7pm Monday–Friday Central Time and every other Saturday from 9am–2pm Central Time.

🏝️ Benefits

• Eligibility to participate in a scorecard-based incentive plan that assesses 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.

• 401(k) retirement plan.

• Associate stock purchase program.

• Paid time off.

• Education reimbursement.

• Associate banking perks.

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