Client Services & Solutions - Specialist II

Overview

Client Services & Solutions - Specialist II

life insurance, paid time off, tuition reimbursement, 401(k), remote work

We are committed to Equity, Diversity, and Inclusion and to building strong relationships with clients and communities. This position supports the bank's call center and will play a pivotal role in nurturing client relationships, providing exceptional client experiences, and preventing fraud for our Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank clients. You will assist with client questions, complaints, and banking inquiries, using effective communication, probing questions, and critical thinking to ascertain needs while identifying any areas of fraud.

You will work within a well-defined structure with repeatable results, maintaining attention to detail and client interaction across multiple channels while navigating various systems and programs. As a critical line of defense in fraud prevention, adherence to established procedures and processes is essential.

All associates are expected to build rapport with clients and team members, maintain current knowledge, and comply with regulations and bank policies including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

• Provide internal and external Online Banking and Bill Payment support and resolve client concerns with appropriate solutions for personal banking needs.
• Engage with clients across multiple channels, maintaining courtesy, compassion, and professionalism while identifying potential fraud indicators.
• Follow established procedures to ensure accurate, secure, and compliant service interactions.
• Build and maintain client relationships through effective communication and problem-solving.

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 a call center environment.

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

• 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 team cohesiveness
• Ability to analyze situations and provide appropriate solutions, potentially involving personal banking products
• Strong oral and written communication skills with the ability to clearly articulate resolutions
• Provide awareness on digital banking tools and guidance to enhance the client experience
• Ability to manage difficult and stressful situations in a fast-paced environment
• Ability to prioritize competing demands and manage multiple tasks
• Adaptability and responsiveness to changes
• Proficient in Microsoft Excel, Word, and vendor web solutions

• Work from home (WFH), Virtual, Remote environment
• Hours can vary from 8am-7pm CT, Monday to Friday, 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 as necessary
• Competitive benefits including medical, dental, vision, life insurance, parental benefits, 401(k), associate stock purchase program, paid time off, education reimbursement, and banking perks

The Bank is committed to equal opportunity for all applicants and associates and to providing reasonable accommodations when necessary to complete the application process or perform essential job functions. Selection is based on merit without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity, or other protected status.

The Bank is a drug-free workplace. Required pre-employment checks may include a criminal history report, global screening, drug screen, employment credit report, and driving record where applicable. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at hire.

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