Client Services & Solutions - Specialist II

NBH Bank; Northern (KY); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Education reimbursement

401k

Stock purchase program

Paid time off

Medical insurance

Dental insurance

Vision insurance

Job summary

NBH Bank is seeking a Client Services & Solutions Specialist to support our call center operations and deliver exceptional client experiences while preventing fraud. You will handle inquiries, complaints, and banking questions across multiple channels with accuracy and professionalism.

The role emphasizes strong communication, empathy, and the ability to navigate multiple systems, including Online Banking tools, to provide timely resolutions and maintain high customer satisfaction.

Qualifications

• Must possess 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.

Responsibilities

• Assist with client questions, complaints, and banking inquiries.
• Provide Online Banking and Bill Payment support.
• Offer resolution for client concerns and relevant banking solutions.
• Act as a critical line of defense in fraud prevention and identify potential fraud.

Skills

Interpersonal skills

Analytical thinking

Effective communication

Digital banking tools

Multitasking

Problem solving

Microsoft Excel

Microsoft Word

Vendor web solutions

Bilingual in Spanish and English

Education

High School diploma or equivalent

Associate degree

Tools

Microsoft Excel

Microsoft Word

Vendor web solutions

Job description

It starts with our culture...

Common sense has never been common.

If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn’t just see a number, they’d see a dad or a mom or a graduate or a business owner. Our associates understand the complexities of people’s lives and offer simple solutions.

That's the basics of Relationships. Fairness. Simplicity®. When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings.

We have a long-standing commitment to Equity, Diversity, and Inclusion. Through our banking relationships, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization, and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results-driven culture. We strive for all our associates to feel welcome and empowered at work.

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 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: To be considered for this position, you must possess the following 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

Desired Qualifications: To be considered an ideal candidate, you should possess some of the following qualifications:

• Associate’s degree.
• 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:Below is a general list of desired skills and abilities; this is not an exhaustive list.

• 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

Work 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:

• 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:

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.