2UniFi-Admin - Client Experience Specialist

NBH Bank•Kansas City, MO

6d•Hybrid

About The Position

The Client Experience Specialist is the first point of contact for 2UniFi small business clients, providing support for both the 2UFi app and business banking. The role handles a high volume of phone calls, chats, and emails with empathy and urgency, while learning about each client's business and the products they use. Issues must be handled quickly, accurately, and in accordance with established procedures. The company provides onboarding and on-the-job training and describes a path to advancement as associates demonstrate success. The position is based in an office setting in the Kansas City metro, with some work-from-home flexibility. The schedule is Monday through Friday, either 8 a.m.–5 p.m. or 9 a.m.–6 p.m., for 40 hours per week. Overtime may be required as necessary, typically no more than 5%.

Requirements

High school diploma or equivalent.
At least 1 year of experience in business banking support, treasury management, or financial services.
Working knowledge of deposit accounts and payment types, including ACH, wires, mobile deposits, and 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.

Nice To Haves

At least 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.
Bilingual language skills.
A consultative approach to supporting clients for long-term success.
Sound judgment and the ability to prioritize in a fast-paced environment.

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 SBA loans by answering questions about the process and status.
Resolve banking questions and issues involving ACH, wire transfers, mobile deposits, cards, and bill pay.
Answer account and SBA loan servicing questions.
Troubleshoot technical issues and escalate platform issues to engineering with clear documentation.
Create and manage Jira tickets for platform issues and track them with engineering through 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 products and services and comply with applicable regulations, bank policies, and procedures.
Attend and participate in team meetings.