[Hiring] Client Services & Solutions Specialist II @NBH Bank

Role Description

This position is supporting the bank’s call center. Call centers create valuable interactions that build trust and loyalty. As a result, this Client Services and Solutions Specialist will play a pivotal role in:

• Nurturing strong relationships
• Providing exceptional client experiences
• Preventing fraud for our Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank clients

With the highest degree of courtesy, compassion, and professionalism, you will assist with client questions, complaints, and banking inquiries. You will use effective communication, probing questions, and critical thinking to ascertain various needs while identifying any areas of fraud.

As a Client Services & Solutions Specialist, you will perform within a well-defined structure where repeatable results are expected. The work is precise with a need for attention to detail. While maintaining client interaction which may occur across multiple channels, you will navigate various systems and programs. As a critical line of defense in fraud prevention, careful adherence to established procedures and processes are essential.

Client Services Specialists are expected to:

• Provide both internal and external Online Banking and Bill Payment support
• Offer resolution for client concerns
• Offer relevant solutions for their personal banking financial needs

All associates are expected to build a rapport with clients and team members, treating them with respect and consideration regardless of their status or position. Maintaining current knowledge and consistent compliance with regulations and bank policies and procedures related to the position is essential, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

Qualifications

• High School Education or equivalent
• Minimum of 2 years of relevant job experience within a bank call center
• Basic knowledge of call center protocol and client servicing experience
• Basic level of work experience, knowledge, and training in call center environment
• Fraud protection experience

Requirements

• Associate’s degree (desired)
• Experience with bank call center/client servicing (desired)
• 3+ years of relevant job experience (desired)
• Bilingual in Spanish and English (desired)
• Fraud detection experience strongly desired

Skills and Abilities

• Strong interpersonal skills and the ability to build peer and/or team cohesiveness
• Ability to think logically, analyze situations, and provide appropriate solutions
• Strong oral and written communication skills
• Provide awareness on digital banking tools and general instruction to enhance the client user experience
• Ability to manage difficult and stressful situations in a fast-paced environment
• Ability to prioritize competing demands and effectively manage multiple tasks
• Responsiveness and flexibility; ability to adapt to changes
• Proficient in Microsoft Excel, Word, and vendor web solutions

Work Environment

• Work from home (WFH), Virtual, Remote environment
• Hours can vary from 8am-7pm M-F CT and every other Saturday 9am-2pm CT
• Must be able to work at a rapid pace for long periods (typically no longer than 8 hours)
• Must be able to work overtime to the extent necessary

Benefits

• Eligibility to participate in a scorecard-based incentive plan based on company and individual performance
• Generous benefits package that includes:
• Medical, dental, vision, critical illness, accident and hospital indemnity insurance
• Company paid life insurance
• Parental benefits
• 401k
• Associate stock purchase program
• Paid time off
• Education reimbursement
• Associate banking perks