Role Description
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.
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Assist with client questions, complaints, and banking inquiries with courtesy, compassion, and professionalism.
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Use effective communication, probing questions, and critical thinking to ascertain various needs while identifying any areas of fraud.
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Perform within a well-defined structure where repeatable results are expected.
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Maintain client interaction across multiple channels while navigating various systems and programs.
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Adhere to established procedures and processes for fraud prevention.
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Provide both internal and external Online Banking and Bill Payment support.
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Offer resolution for client concerns and relevant solutions for personal banking financial needs.
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Build rapport with clients and team members, treating them with respect and consideration.
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Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.
Qualifications
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High School Education or equivalent.
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Minimum of 2 years of relevant job experience within a bank call center.
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Basic knowledge of call center protocol and client servicing experience.
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Basic level of work experience, knowledge, and training in call center environment.
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Fraud protection experience.
Requirements
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Associate’s degree (desired).
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Experience with bank call center/client servicing (desired).
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3+ years of relevant job experience (desired).
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Bilingual in Spanish and English (desired).
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Fraud detection experience strongly desired.
Skills and Abilities
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Strong interpersonal skills and the ability to build peer and/or team cohesiveness.
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Ability to think logically, analyze situations, and provide appropriate solutions, including personal banking products.
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Strong oral and written communication skills to clearly articulate resolution to various issues.
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Provide awareness on digital banking tools and general instruction to enhance the client user experience.
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Ability to manage difficult and stressful situations in a fast-paced environment.
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Ability to prioritize competing demands and effectively manage multiple tasks.
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Responsiveness and flexibility; ability to adapt to changes.
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Proficient in Microsoft Excel, Word, and vendor web solutions.
Work Environment
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Work from home (WFH), Virtual, Remote environment.
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Hours can vary from 8am-7pm M-F CT and every other Saturday 9am-2pm CT.
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Must be able to work at a rapid pace for long periods (typically no longer than 8 hours).
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Must be able to work overtime as necessary.
Benefits
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Eligibility to participate in a scorecard-based incentive plan based on company and individual performance.
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Generous benefits package including medical, dental, vision, critical illness, accident and hospital indemnity insurance.
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Company paid life insurance.
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Parental benefits.
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401k and associate stock purchase program.
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Paid time off and education reimbursement.
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Associate banking perks.
