Bank Customer Relations Specialist II

Stifel • St. Louis, MO

3d

About The Position

The Bank Customer Relations Specialist II serves as an experienced resource responsible for managing more complex credit card servicing cases, including advanced credit reviews, escalated customer inquiries, and exception processing. This role ensures accurate issuance, renewal, and maintenance of credit card accounts while delivering a superior client experience. The Bank Customer Relations Specialist II also supports process improvements, assists in training junior team members, and provides elevated support to internal partners.

Requirements

• Strong understanding of credit principles, bank regulations, and credit card servicing processes.
• Ability to analyze complex customer information, identify trends, and make informed recommendations.
• Strong verbal and written communication skills, including handling escalated customer situations.
• Ability to train, coach, or guide less‑experienced team members.
• Knowledge of administrative and clerical procedures, recordkeeping standards, and operational processes.
• Ability to manage competing priorities and work independently with minimal supervision.
• Minimum Required: High School degree or equivalent experience.
• Minimum Required: 2+ years of customer service/banking experience.
• Minimum Required: None.
• Proficient in Microsoft Excel, Word, PowerPoint, Outlook.

Nice To Haves

• Preferred: Bachelor's degree in Finance, Accounting, or a related field.
• Preferred: Experience handling escalated or complex account reviews.

Responsibilities

• Interface with clients to gather, evaluate, and validate financial information for complex or exception‑level credit card requests.
• Perform advanced credit reviews, including assessment of non‑standard financial documentation, higher‑risk clients, and accounts requiring judgment-based decisioning.
• Open and maintain customer accounts by collecting, analyzing, and verifying complex customer information.
• Resolve escalated or high‑complexity product or service issues by identifying root causes, determining and executing appropriate solutions, and ensuring timely follow‑up through resolution.
• Prepare detailed product or service reports and aggregated data summaries for management to support credit decisioning and policy evaluation.
• Provide guidance and informal mentoring to junior Specialists on processes, system navigation, and customer interaction best practices.
• Ensure credit records, documentation, and account files are maintained in accordance with record retention and regulatory requirements.
• Partner with Compliance, Fraud, Operations, and other internal groups to resolve cross-departmental cases and ensure proper risk mitigation.

Benefits

• At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED