Client Services & Solutions Specialist II

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

📋 Description

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

• Assist clients with inquiries, complaints, and banking-related questions through various channels.

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

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

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

• Navigate multiple systems, programs, and vendor web solutions efficiently.

• Adhere to established fraud-prevention procedures and protocols.

• Foster rapport with clients and colleagues while delivering courteous, compassionate, and professional service.

• Ensure compliance with bank policies, procedures, as well as BSA and OFAC regulations.

• Educate clients on digital banking tools to enhance their overall 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.

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

• Experience in fraud protection.

• Associate’s degree is preferred.

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

• 3+ years of relevant work experience is preferred.

• Bilingual proficiency in Spanish and English is preferred.

• Strongly preferred experience in fraud detection.

• Excellent interpersonal skills.

• Capacity to think logically, analyze situations, and offer appropriate solutions, including personal banking products.

• Strong oral and written communication abilities.

• Capability to educate clients about digital banking tools and provide general instruction.

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

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

• Responsive, flexible, and adaptable to change.

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

• Ability to maintain a rapid work pace for extended periods, typically no longer than 8 hours.

• Willingness to work overtime as required.

• Ongoing knowledge of and compliance with BSA, OFAC, and bank regulations, policies, and procedures.

🏝️ Benefits

• Eligibility to join a scorecard-based incentive plan contingent on company and individual performance.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 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.

• Opportunities for work from home (WFH), virtual, remote settings.