Client Experience Specialist

Title: 2UniFi-Admin - Client Experience Specialist

Location: Kansas City United States

Job Description:

This position is either hybrid or onsite only.

It starts with a mission, and our mission is to disrupt every small business owners 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 businesss 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 clients business and the products they use.

Detail matters here. Issues need to be handled quickly, correctly, and within established procedures. Well 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 escalate 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.

Minimum Requirements

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

Desired Skills

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 clients
• Bilingual language skills
• Consultative approach to support clients for long-term success
• Sound judgment and the ability to prioritize in a fast-paced environment

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
• Office setting with traditional Monday - Friday hours. Either 8am-5pm or 9am-6pm shift. 40 hours a week.
• In person position with some work from home flexibility
• 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. 

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

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.

The Banks policy is to provide equal opportunity to all people 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 any other legally protected category. The Bank is proud to be a drug-free workplace.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.