Client Experience Support Associate

Summary

The Client Experience Support Associate serves as the first point of contact for clients utilizing commercial banking and self-directed retirement products. This role provides exceptional client service by responding to inquiries, resolving account issues, and educating clients on products, services, and digital banking tools. The ideal candidate demonstrates strong communication skills, financial acumen, and a client-first mindset.

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.

Qualifications

• High school diploma or equivalent required; 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.

ADDITIONAL INFORMATION

Reporting Structure: Reports to the Senior Client Experience Manager 

Position Requirements: This is a client service and operational position and does not have sales goals or requirements.

Office Requirements: This position is not a remote position, and you are required to work at the Fortis Bank branch in Denver, CO 5 days per week.

Hour Requirements: Monday – Friday | 8:30AM – 5:00PM.

ABOUT FORTIS 

Fortis Bancorp is the $1.3 billion bank holding company for Fortis Bank. Fortis Bank is a full-service bank that provides loans, deposits, and cash management services to businesses and their principals, with branch locations in Colorado and Utah.  More information about Fortis Bank is available at www.fortisbankus.com. 

At Fortis Bank, we take great pride in being a commercial banking partner for our clients. Our people enjoy being empowered with the ability to make a tangible impact in a progressive and less bureaucratic work culture that can often be a struggle for larger institutions. We strongly believe in hiring people greater than ourselves and we recognize, reward, and develop those individuals who make an outsized impact to the business. Each of our hand-selected and exceptionally talented teammates contribute to the heart of our company culture that combines banking expertise and personalized services to create an unparalleled level of client experience.  

Fortis is Great Place to Work-Certified™

Join a team where your expertise and passion can make a meaningful impact.  Learn more today at www.fortisbankus.com/careers.