Client Services & Solutions - Specialist II

NBH Bank; Denver (CO); Remote; USD 40,000 - 60,000; Full time

Job summary

A prominent financial institution seeks a Client Services & Solutions Specialist to support its call center in Denver. Responsibilities include assisting clients with inquiries, providing exceptional customer service, and ensuring fraud prevention. The ideal candidate will have relevant experience and strong interpersonal skills. This role offers remote work flexibility and a comprehensive benefits package including paid time off, life insurance, and more.

Benefits

Paid time off

Tuition reimbursement

401(k) plan

Remote work options

Medical and dental insurance

Qualifications

• Minimum of 2 years of relevant job experience within a bank call center.
• Basic knowledge of call center protocol and client servicing experience.
• Experience with fraud detection is a plus.

Responsibilities

• Assist with client questions, complaints, and banking inquiries.
• Provide Online Banking and Bill Payment support.
• Navigate various systems and programs for client needs.

Skills

Strong interpersonal skills

Ability to manage difficult situations

Proficient in Microsoft Excel

Bilingual in Spanish and English

Education

High School Education or equivalent

Tools

Microsoft Word

Vendor web solutions

Job description

Client Services & Solutions - Specialist II

life insurance, paid time off, tuition reimbursement, 401(k), remote work

Our associates understand the complexities of people's lives and offer simple solutions. 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 & Solutions Specialist will play a pivotal role in nurturing strong relationships, providing exceptional client experiences and 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 and 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.

Minimum Requirements

• 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.

Desired Qualifications

• Experience with bank call center/client servicing.
• 3+ years of relevant job experience.
• Bilingual in Spanish and English
• 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, to analyze situations and provide appropriate solutions, which may include personal banking products.
• Strong oral and written communication skills with the ability to clearly and concisely articulate resolution to a variety of issues.
• 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

Additional Information

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:

• 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.

In addition to your financial compensation, eligibility to participate in a scorecard-based incentive plan based on company and individual performance, we also offer a generous benefits package that includes medical, dental, vision, critical illness, accident and hospital indemnity insurance, company paid life insurance, parental benefits, 401k, an associate stock purchase program, paid time off, education reimbursement, and associate banking perks. For more information about the benefits offered click here.

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.

Thank you for your application! The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function should contact Human Resources.

The Bank's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The Bank is proud to be a drug-free workplace.

Selected candidate(s) for hire must complete the following prior to employment: a criminal history report, global screen, drug screen, employment credit report and if applicable, a driving record. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.