Client Services & Solutions - Specialist III

It starts with our culture...

Common sense has never been common.

If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn't just see a number, they'd see a dad or a mom or a graduate or a business owner.

Our associates understand the complexities of people's lives and offer simple solutions.

That's the basics of Relationships. Fairness. Simplicity. When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings.

We have a long-standing commitment to Equity, Diversity, and Inclusion. Through our banking relationships, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization, and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results‑driven culture. We strive for all our associates to feel welcome and empowered at work.

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 maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

• High School Education or equivalent.
• Minimum of 3 years of relevant job experience within a bank call center.
• Subject Matter Expert within a Call Center environment.
• Basic knowledge of call center protocol and client servicing experience.
• Basic level of work experience and knowledge in call center environment.
• Fraud protection experience.

• Associate's degree.
• Experience with bank call center/client servicing.
• 4+ years of relevant job experience.
• Bilingual in Spanish and English.
• Leadership experience.
• Technical troubleshooting experience.
• Fraud detection experience strongly desired.

• Strong interpersonal skills and the ability to build peer and/or team cohesiveness.
• Ability to think logically, to analyze situations and provide appropriate solutions, which may include personal banking products.
• Strong oral and written communication skills with the ability to clearly and concisely articulate resolution to a variety of issues.
• Provide awareness on digital banking tools and general instruction to enhance the client user experience.
• Ability to manage difficult and stressful situation in a fast‑paced environment.
• Ability to prioritize competing demands and effectively manage multiple tasks.
• Responsiveness and flexibility; ability to adapt to changes.
• Proficient in Microsoft Excel, Word, and vendor web solutions.

We are a culture…