Client Services – 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.

• Deliver outstanding client experiences while mitigating fraud risks.

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

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

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

• Address client issues and propose suitable solutions for their personal banking requirements.

• Navigate various systems, programs, channels, and vendor web solutions efficiently.

• Adhere to established procedures and processes for fraud prevention.

• Cultivate strong relationships with clients and team members.

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

• Work flexible hours between 8am–7pm Monday–Friday Central Time, and every other Saturday from 9am–2pm Central Time.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• At least 2 years of relevant 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.

• Excellent interpersonal skills with the ability to foster team cohesion.

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

• Strong verbal and written communication skills.

• Ability to educate clients on digital banking tools and provide general guidance.

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

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

• Responsiveness, adaptability, and flexibility in a dynamic work setting.

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

• Capability to work at a quick pace for typically no longer than 8 hours.

• Willingness to work overtime as required.

• Associate's degree is preferred.

• Bilingual proficiency in Spanish and English is a plus.

• Experience in fraud detection is highly desirable.

🏝️ Benefits

• Eligibility to participate in a scorecard-based incentive plan based on individual and company 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 opportunities.

• Exclusive associate banking perks.

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