Commercial Banking Support Specialist

Alpine Bank•Grand Junction, CO

12h•Onsite

About The Position

The Commercial Banking Support Specialist works closely with the Commercial Banking Sales team, Product Managers within Electronic Banking, and various Alpine Bank location representatives to identify account needs and solve customer issues. This role provides Alpine Bank’s Commercial Banking Customers with product and service support, answering inquiries through multiple channels – phone calls, emails, online chats – from business customers, retail locations, and other internal bank staff. The specialist owns the resolution of customer questions/concerns/inquiries related to the comprehensive suite of commercial banking services, including Mobile deposit, Bill Pay, ACH, Wires, Pos Pay, Merchant Services, and Alpine Remote products. They also collaborate with sales teams to ensure client care is maintained, identify cross-sell opportunities, and assist with account maintenance and onboarding processes, including the preparation of agreements and related documentation. Regular and reliable on-site attendance is required.

Requirements

Demonstrated ability to deliver exceptional customer service and maintain client relationships, both internally and externally.
Customer-centric mindset, with strong problem solving and decision-making skills, to translate and resolve customer issues/needs.
Strong planning, organizational, time management and follow up skills, demonstrating a strong sense of urgency and ability to execute quickly, timely and efficiently.
Ability to share technical expertise with team members and customers.
Strong understanding of internet banking software, information technology systems and software.
Self-motivated, works well under pressure and meets deadlines.
Understanding of how to identify internal process breakdowns and willingness to make recommendations to management to address them.
Ability to deal with frequent change, delays, or unexpected events.
Detail oriented with exceptional organizational skills.
Displays excellent written and verbal communication skills.
Proficient PC experience using MS Office products (Word, Excel, Outlook) and retrieval of data; working knowledge of automated financial systems, with the ability to learn and adapt to new technologies quickly.
Ability to maintain confidentiality.
High School Diploma or General Equivalence Diploma (GED) required.
Possession of, or ability to obtain, a valid State of Colorado Drivers’ License, required.

Nice To Haves

Additional post-high school courses are preferred.
A minimum of 12 months experience in a banking representative or customer facing role is preferred.
An equivalent combination of education and experience may be substituted on a year-to-year basis.

Responsibilities

Provides Alpine Bank’s Commercial Banking Customers with product and service support.
Answers inquiries through multiple channels – phone calls, emails, online chats – from business customers, retail locations, and other internal bank staff.
Owns resolution of customers questions/concerns/inquiries related to the comprehensive suite of commercial banking services, including but not limited to: Mobile deposit, Bill Pay, ACH, Wires, Pos Pay, Merchant Services, Alpine Remote products, Credit Cards, Lockbox.
Conferences in operational subject matter experts including bank operations and vendors.
Works closely with sales teams to ensure appropriate level of client care is maintained.
Identifies cross-sell opportunities of new Commercial Banking services to existing customers and escalates to Sales team when applicable.
Assists with account maintenance as requested by customers or from bank locations.
Prepares agreements and other related documentation to support customer needs to manage their online banking products and services.
Supports the sales team with the onboarding process related to new customer setups and coordinates the implementation of products.
Performs other duties as assigned.