UniFi-Admin - Client Experience Specialist

This position is either hybrid or onsite only.

It starts with a mission, and our mission is to disrupt every small business owner's struggles.

Time is scarce, and decision making can be hard when visibility is limited. Today everything is spreadsheets with manual processes.

Our small business community deserves more. A single piece of data can change everything. Access to timely, relevant, and accurate insights to allow confident decision making; that is our dream for each small business owner.

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Uni Fi, unique new small business platform from NBH, is designed to bring a complete financial platform to each small business's fingertips.

Join us as we build a new vision at a strong and dynamic company. Help us create the future of banking.

The Client Experience Specialist is the first point of contact for our small business clients, supporting both the 2UFi app and their business banking. This role handles high volume calls, chats, and emails with empathy and urgency. It requires an understanding of each client's business and the products they use.

Detail matters here. Issues need to be handled quickly, correctly, and within established procedures. We'll train and coach you through onboarding and on the job, with a clear path to advance as you demonstrate success.

As a Client Experience Specialist, you will have an opportunity to …

• Serve as the first point of contact for clients by phone, chat, and email.
• Help clients use the 2UFi app and understand its functionality and value.
• Guide prospective clients through opening an account.
• Support clients applying for an SBA loan, answering questions about the process and status.
• Resolve banking questions and issues, including ACH, wire transfers, mobile deposit, cards, and bill pay.
• Answer account and SBA loan servicing questions.
• Troubleshoot technical issues, and elevate platform issues to engineering with clear documentation.
• Create and manage tickets in Jira for platform issues, and track them with engineering through to resolution.
• Log every interaction in Kustomer and follow each issue through to resolution.
• Proactively communicate timelines, updates, and next steps to clients and internal teams.
• Help create and update knowledge base articles and training materials.
• Share feedback on recurring issues and recommend process improvements.
• Proactively communicate promotions and upgrade opportunities to clients.
• Maintain knowledge of our products and services, with consistent compliance with regulations and bank policies and procedures related to the position.
• Attend and participate in team meetings.

This position requires the following educational and/or job experience:

• High school diploma or equivalent
• 1+ year of experience in business banking support, treasury management, or financial services
• Working knowledge of deposit accounts and payment types (ACH, wires, mobile deposit, cards)
• Comfort working across multiple systems at once, including CRM, phone, and banking systems
• Ability to effectively engage and communicate with clients through email, web chat, and phone
• Strong attention to detail and accurate documentation

Ideal candidates for this position should possess some or all of the following skills:

• 2+ years in a bank contact center, client servicing, or banking center role
• Experience with Kustomer or a similar CRM, such as Zendesk or Salesforce Service Cloud
• Experience with Jira or a similar ticketing tool
• Experience with Dialpad or another cloud phone system
• Familiarity with voice authentication or fraud tools, such as Pindrop
• Experience with core banking or payment systems
• Familiarity with account opening, KYC, or SBA lending
• Familiarity with disputes, Reg E, fraud handling, or BSA/AML escalation
• Experience supporting small business…