Client Experience Specialist

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.

2UniFi, 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 application support, providing best-in-class customer service. This role involves handling high volume calls, emails, and chats addressing issues with empathy and urgency, ensuring a deep understanding of the customer's business needs.

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

• Serve as the initial point of contact for application support, delivering exceptional customer service.
• Develop a thorough understanding of the customer's business needs to provide knowledgeable guidance throughout the application ensuring Clients understand the functionality and value of the application.
• Log and clarify client issues, determine the cause, and collaborate internally to identify the best solution. Monitor issues until complete resolution.
• Maintain accurate records of processes, client requirements, progress, and follow-up actions.
• Proactively communicate timelines, updates, and next steps to internal teams and clients.
• Address potential roadblocks and resolve issues promptly by working closely with clients and teammates.
• Contribute to continuous improvement by providing feedback on recurring issues, identifying best practices, and helping to create and update training materials.
• Proactively communicate promotions and upgrade opportunities to clients.
• Share insights and recommend process improvements based on client interactions to enhance the overall support experience.
• Attend and participate in team meetings.

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

• High school diploma or equivalent
• Have at least 2-5 years of customer support experience within fast-paced, technology-driven environments
• Be highly adept at handling technically challenging issues, including but not limited to those related to banking
• Ability to effectively engage and communicate with clients through email, web chat and verbal proficiencies.
• Strong relationship management skills

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

• A Teammate
• Exceptional communication skills, both written and verbal
• Strong attention to detail
• Experience in a banking or financial environment
• Consultative approach to support clients for long-term success
• Ability to handle high volume interactions professionally and efficiently
• Problem-solving skills and the ability to collaborate effectively
• Adaptability to versatile situations
• Bilingual language skills
• Passionate and motivated self-starter
• Strong work ethic and ability to complete work accurately
• Ability to think logically in order to analyze situations and make sound decisions
• Strong oral and written communication skills with the ability to clearly and concisely articulate issues
• Ability to handle multiple tasks simultaneously
• Capacity to work with multiple computer and software systems

Work Environment:

We are a culture that believes that people are our greatest asset and are at the heart of everything we do. We take pride in bringing clarity and simplicity to our associates (employees) and clients. Our decisions are made efficiently, fairly, and locally. Our success is directly tied to the communities we serve. It is equally important for us to look through the lens of our applicants and associates to identify their individual needs. As such, we want to share the following:

• We are committed to our core value of meritocracy and supporting our associates in growing within their role
• An associate must be able to work overtime to the extent necessary (typically no more than 5%).

Benefits:

In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.

If this is what you believe in, then you're definitely right for us. Consider making an investment in us, so that we may invest in you and your bright future.

APPLY

(Located in the Footer)The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function, should contact Human Resources.