Client Services & Solutions - Specialist II

NBH Bank • MO

72d

About The Position

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.

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.
• Fraud protection experience.

Nice To Haves

• 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.

Responsibilities

• Assist with client questions, complaints, and banking inquiries.
• Use effective communication, probing questions, and critical thinking to ascertain various needs.
• Identify areas of fraud and prevent fraud for clients.
• Provide internal and external Online Banking and Bill Payment support.
• Offer resolution for client concerns and relevant solutions for personal banking financial needs.
• Build rapport with clients and team members.
• Maintain compliance with regulations and bank policies and procedures.

Benefits

• Medical, dental, vision insurance.
• Critical illness, accident and hospital indemnity insurance.
• Company paid life insurance.
• Parental benefits.
• 401k.
• Associate stock purchase program.
• Paid time off.
• Education reimbursement.
• Associate banking perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED