2Unifi-Admin - Client Account Manager

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 Bankers 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 lending, 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 of our associates to feel welcome and empowered at work.

This type of position is ideal for someone looking to build a career in finance, banking, and technology. We will provide you training and coaching throughout your onboarding experience, as well as on the job. As you demonstrate success, there will be opportunities for advancement within our organization.

The focus of a Client Account Manager centers around producing timely results that are high quality and accurate. Benefiting from an analytical, inquiring and critical mind, this job requires imagination and strong problem solving skills, but with a strong technical orientation. The job requires an ability to with small companies and their delegated staff in their journey through account creation, product evaluation and underwriting process via the communication channel (call/email/chat/text) they desire. An ability to deal with abstract concepts, systems and ideas and all of that in an organized and self-disciplined way. Intellectual confidence is important in this job and to do it well requires close, hands-on involvement, careful follow-up and attention to detail. Additionally, Client Account Managers are expected to continually strive for innovation, efficiencies, proactively remediate problem areas, write documentation and educate Clients on functionality and tools that will be beneficial to their success. Building a great rapport with our clients and fellow associates in central to both yours and the company's long term grown.

As a Client Account Manager you will act in an operational role focusing on real time response to clients outreach via phone, email, web chat and text. You will be responsible for a variety of tasks including the following:

1. Successfully completing new hire training which will enable you to support Clients in accordance with company policies and procedures
2. Being logged into the CRM tools at your scheduled times to be available for our clients incoming communications
3. Fielding incoming calls, web chats, emails and text from clients and responding to their inquiries to assist them with multiple types of inquiries
4. Identifying and escalating client issues to management in a timely manner
5. Proactively educate clients on self-service digital products and services to meet their financial needs

Additionally an Client Account Manager, you will follow policies and procedures; complete administrative tasks correctly and on time; support the Bank's goals and values; will perform other duties as assigned; benefit the bank through outside activities, participate in coordination of disaster recovery planning and preparation, build a great rapport with clients and fellow associates, and treat others with respect and consideration regardless of their status or position.

Minimum Requirements:

• High school diploma or equivalent
• Four years of customer service experience
• Two years operating in a omni-channel contact center
• 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:

• Four years contact center experience utilizing an integrated CRM tool such as Zendesk, Salesforce or Kustomer
• Two years financial service experience
• Ability to think creatively and meet challenges with resourcefulness

• Take initiative to research and resolve client problems concerning product and/or platform related issues utilizing the tools and resources available
• Ability to make quick pivots to support incoming client communications via different channels to meet departmental level priorities
• Must be self-motivated, proactive, service-oriented team player with good interpersonal skills
• Well developed and proven organization skills with ability to utilize time efficiently
• Proficient in MS Office applications which include Outlook, Word, and Teams
• Exceptional verbal, written and interpersonal communication skills with the ability to follow banking policies and procedures
• Absolute discretion when dealing with client confidential matters
• Strong typing skills to meet production needs of the position

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
• Must be able to work at a rapid pace while sitting for long periods of time (typically no longer than 12 hours)
• Must be able to work overtime to the extent necessary

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.