Client Experience Support Associate

Fortis Bank•Denver, CO

10h•Onsite

About The Position

The Client Experience Support Associate serves as the first point of contact for clients utilizing commercial banking and self-directed retirement products. This role provides exceptional client service by responding to inquiries, resolving account issues, and educating clients on products, services, and digital banking tools. The ideal candidate demonstrates strong communication skills, financial acumen, and a client-first mindset.

Requirements

High school diploma or equivalent required; associate or bachelor's degree in business, Finance, or related field preferred.
0–3 years of experience in a financial services call center or customer service environment preferred.
Knowledge of commercial banking products, online banking systems, and/or retirement plan administration is strongly preferred.

Responsibilities

Respond to inbound calls and chats from commercial and retirement customers in a professional, courteous, and efficient manner.
Respond to outbound call requests for wire verification.
Provide accurate information and support related to commercial deposit accounts, cash management tools, online banking, wire transfers, and account maintenance.
Assist clients with questions related to account opening or transactions for self-directed retirement accounts.
Troubleshoot and resolve client issues regarding online access, account balances, transaction discrepancies, and account maintenance requests.
Educate customers on banking products, digital platforms, and best practices for secure account management.
Escalate complex or high-risk issues to appropriate departments while maintaining ownership until resolution.
Adhere to compliance, security, and confidentiality policies in accordance with regulatory standards (e.g., FDIC, FINRA, IRS guidelines).
Accurately document customer inquiries in Salesforce.
Accurately document customer interaction and resolution in Zoom.
Meet or exceed individual and team performance metrics related to quality, accuracy, and service efficiency.
Provides solution-oriented feedback that continuously improves individual and team performance.