Client Experience Specialist

2UniFi; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Insurance

401k

Stock purchase program

Paid time off

Banking perks

Job summary

2UniFi is seeking a Client Experience Specialist to be the first point of contact for small business clients using the 2UniFi app and business banking services. You will handle high-volume calls, chats, and emails with empathy and urgency, guiding clients through account openings and SBA loan processes while resolving complex banking questions.

You will document interactions, escalate platform issues, and contribute to knowledge base updates.

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 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 2UniFi app and understand its functionality and value.
• Guide prospective clients through opening an account.
• Support clients applying for an SBA loan and questions about the process and status.
• Resolve banking questions and issues (ACH, wires, mobile deposit, cards, bill pay).
• Log every interaction in CRM and Jira, tracking to resolution.
• Proactively communicate timelines, updates, and next steps to clients and internal teams.
• Maintain knowledge of our products and ensure compliance with regulations and bank policies.

Skills

Customer service

CRM tools

Communication

Phone support

Multitasking

Problem solving

Team collaboration

SaaS / banking apps

Education

High school diploma

Tools

Kustomer

Zendesk

Salesforce Service Cloud

Jira

Dialpad

Job description

It starts with a mission, and our mission is to disrupt every small business owner's struggles.

Time is scarce, and decision making can be hard when visibility is limited. Today everything is spreadsheets with manual processes.

Our small business community deserves more. A single piece of data can change everything. Access to timely, relevant, and accurate insights to allow confident decision making; that is our dream for each small business owner.

2UniFi, unique new small business platform from NBH, is designed to bring a complete financial platform to each small business's fingertips.

Join us as we build a new vision at a strong and dynamic company. Help us create the future of banking.

The Client Experience Specialist is the first point of contact for our small business clients, supporting both the 2UFi app and their business banking. This role handles high volume calls, chats, and emails with empathy and urgency. It requires an understanding of each client's business and the products they use.

Detail matters here. Issues need to be handled quickly, correctly, and within established procedures. We'll train and coach you through onboarding and on the job, with a clear path to advance as you demonstrate success.

As a Client Experience Specialist, you will have an opportunity to …

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 following 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.

This position requires the following educational and/or job experience:

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

Desired Skills

Ideal candidates for this position should possess some or all of the following skills:

2+ years in a bank contact center, client servicing, or banking center role

Experience with Kustomer or a similar CRM, such as Zendesk or Salesforce Service Cloud

Experience with Jira or a similar ticketing tool

Experience with Dialpad or another cloud phone system

Familiarity with voice authentication or fraud tools, such as Pindrop

Experience with core banking or payment systems

Familiarity with account opening, KYC, or SBA lending

Familiarity with disputes, Reg E, fraud handling, or BSA/AML escalation

Experience supporting small business clients

Consultative approach to support clients for long-term success

Sound judgment and the ability to prioritize in a fast-paced environment

We are a culture that believes that people are our greatest asset and are at the heart of everything we do. We take pride in bringing clarity and simplicity to our associates (employees) and clients. Our decisions are made efficiently, fairly, and locally. Our success is directly tied to the communities we serve. It is equally important for us to look through the lens of our applicants and associates to identify their individual needs. As such, we want to share the following:

We are committed to our core value of meritocracy and supporting our associates in growing within their role

Office setting with traditional Monday - Friday hours. Either 8am-5pm or 9am-6pm shift. 40 hours a week.

In person position with some work from home flexibility

An associate must be able to work overtime to the extent necessary (typically no more than 5%).

In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks.

If this is what you believe in, then you're definitely right for us. Consider making an investment in us, so that we may invest in you and your bright future.