Key skills
CommunicationSales
About this role
Role Overview
- Efficiently answer inbound calls, secure messages and other communications from digital bank clients.
- Accurately manage communication for new digital bank customers related to new account onboarding.
- Solve problems and answer questions; listen to and anticipate clients’ needs in order to completely and accurately resolve their issue on first contact, reporting problems in systems and identifying client impacting situations proactively.
- Utilize numerous programs and systems to investigate, troubleshoot and resolve client tickets and inquiries.
- Actively participate in testing of bank environments, validation of data and use of systems to adequately verify new code and enhancements are fully vetted.
- Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies.
- Complete all transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement.
- Develop oneself professionally by participating in training, engaging in self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills. Actively participate in coaching and feedback sessions by setting goals and achieving results.
- Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions.
- Perform all other related duties as required or assigned.
Requirements
- Associate’s Degree or equivalent experience in a related field
- 2+ years of relevant experience in the financial industry
- Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role (Bank Teller, etc.)
- Working knowledge of computer hardware and software systems, and diagnostic utilities
- Expert communication and documentation skills, both verbal as well as written
- Strong technical training skills and detail oriented
- Exceptional interpersonal and client engagement skills
- Proven analytical, strong attention to detail and problem-solving skills
- Ability to prioritize work to meet deadlines
- Flexibility to work varied schedules, including evenings, weekends, and holidays as required.
Benefits
- Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.
- Annual Cash Bonus and Equity Options commensurate with the role level and experience.
- Fully Remote.
- 401(k) plan.
- Insurance
- Health, Dental, and Vision.
- Time Off