Client Experience Pro: Banking & SBA Loans (Hybrid/Onsite)

NBH Bank; Kansas City (MO); Hybrid; USD 36,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Job summary

NBH Bank seeks a Client Experience Specialist to serve as the first point of contact for our small business clients, supporting the 2UFi app and business banking. You will handle high-volume calls, chats, and emails with empathy and urgency, understanding client needs and products used.

Detail matters: you will follow established procedures, be trained on onboarding, and have a clear path to advancement as you demonstrate success in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• 1+ year of experience in business banking support, treasury management, or financial services.
• Working knowledge of deposit accounts and payment types (ACH, wires, mobile deposit, cards).
• Comfort working across multiple systems at once, including CRM, phone, and banking systems.
• Ability to effectively engage and communicate with clients through email, web chat, and phone.
• Strong attention to detail and accurate documentation.

Responsibilities

• Serve as the first point of contact for clients by phone, chat, and email.
• Help clients use the 2UFi app and understand its functionality and value.
• Guide prospective clients through opening an account.
• Support clients applying for an SBA loan, answering questions about the process and status.
• Resolve banking questions and issues, including ACH, wire transfers, mobile deposit, cards, and bill pay.
• Answer account and SBA loan servicing questions.
• Troubleshoot technical issues, and elevate platform issues to engineering with clear documentation.
• Create and manage tickets in Jira for platform issues, and track them with engineering through to resolution.
• Log every interaction in Kustomer and follow each issue through to resolution.
• Proactively communicate timelines, updates, and next steps to clients and internal teams.
• Help create and update knowledge base articles and training materials.
• Share feedback on recurring issues and recommend process improvements.
• Proactively communicate promotions and upgrade opportunities to clients.
• Maintain knowledge of our products and services, with consistent compliance with regulations and bank policies and procedures related to the position.
• Attend and participate in team meetings.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

High school diploma or equivalent

Tools

Kustomer

Zendesk

Salesforce Service Cloud

Jira

Dialpad

Pindrop

Job description

NBH Bank seeks a Client Experience Specialist to serve as the first point of contact for our small business clients, supporting the 2UFi app and business banking. You will handle high-volume calls, chats, and emails with empathy and urgency, understanding client needs and products used.

Detail matters: you will follow established procedures, be trained on onboarding, and have a clear path to advancement as you demonstrate success in a fast-paced environment.