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Fortis Bank · 3 weeks ago

Client Experience Support Associate

Fortis Bank Denver - HQ, Denver, CO, US

Full-time

Onsite

New Grad, Entry Level

$25/hr - $30/hr

0+ years exp

Fortis Bank is a full-service bank that provides loans, deposits, and cash management services to businesses. The Client Experience Support Associate serves as the first point of contact for clients utilizing commercial banking and self-directed retirement products, providing exceptional client service and support.

Financial ServicesVenture Capital

Responsibilities

Respond to inbound calls and chats from commercial and retirement customers in a professional, courteous, and efficient manner

Respond to outbound call requests for wire verification

Provide accurate information and support related to commercial deposit accounts, cash management tools, online banking, wire transfers, and account maintenance

Assist clients with questions related to account opening or transactions for self-directed retirement accounts

Troubleshoot and resolve client issues regarding online access, account balances, transaction discrepancies, and account maintenance requests

Educate customers on banking products, digital platforms, and best practices for secure account management

Escalate complex or high-risk issues to appropriate departments while maintaining ownership until resolution

Adhere to compliance, security, and confidentiality policies in accordance with regulatory standards (e.g., FDIC, FINRA, IRS guidelines)

Accurately document customer inquiries in Salesforce

Accurately document customer interaction and resolution in Zoom

Meet or exceed individual and team performance metrics related to quality, accuracy, and service efficiency

Provides solution-oriented feedback that continuously improves individual and team performance

Qualification

Commercial banking knowledgeOnline banking systemsCustomer service experienceFinancial acumenSalesforce proficiencyZoom proficiencyCommunication skillsProblem-solving skills

Required

High school diploma or equivalent required

Preferred

associate or bachelor's degree in business, Finance, or related field preferred

0–3 years of experience in a financial services call center or customer service environment preferred

Knowledge of commercial banking products, online banking systems, and/or retirement plan administration is strongly preferred

Company

Fortis Bank

At Fortis Bank, we pride ourselves in being a partner to our clients by offering comprehensive banking solutions while building trusted, long-term relationships.

Founded in 1997

Denver, Colorado, USA

51-200 employees