Respond to inbound customer inquiries via phone, email, and chat with professionalism, empathy, and efficiency.
Resolve issues related to accounts, transactions, digital banking, card services, and general product questions.
Identify and escalate potential fraud, security, or compliance issues in accordance with training and policy.
Deliver accurate, clear, and client-friendly information in a manner that reflects Bankwell’s tone and values.
Navigate multiple systems to document interactions and research customer issues in real-time.
Maintain up-to-date knowledge of bank products, services, procedures, and regulatory requirements.
Meet or exceed performance metrics for quality, response time, customer satisfaction, and compliance.
Contribute to a culture of continuous improvement by providing feedback on tools, workflows, and processes. Contribute to our team’s ongoing development by updating, improving, and maintaining our Knowledge Base, New Hire training program docs, AI powered service tools, contact reporting, etc.

3 years of experience in a customer service role
Comfortable working independently in a remote setting, with strong time management and self-discipline.
Excellent written and verbal communication skills with a keen attention to detail.
Strong technical skills; comfortable learning and navigating multiple systems and tools simultaneously.
Familiarity with digital banking platforms and basic cybersecurity best practices is a plus.
Experience identifying and escalating risk-related issues such as potential fraud or unauthorized access.
A quiet, dedicated home office space with a reliable high-speed internet connection is required.
Experience in banking, fintech, or another regulated environment required.
Fiserv Premier UI experience

Fully remote role; applicants must reside in and be authorized to work in the United States
Must have a private and professional home office setup suitable for taking calls and working uninterrupted

Client Support Agent

Key skills