Customer Service Representative

Climate First Bank is redefining banking with a commitment to sustainability and ethical practices. They are seeking a Customer Service Representative to be the first line of defense for customer inquiries, providing exceptional service and supporting the bank's mission. The role involves handling incoming calls, resolving customer issues, and promoting the bank's products and services with a customer-first mindset.

Responsibilities:

• Embody our mission and business principles and keep your customers coming back for more
• Expertly answer customer questions, liaising with other teams/departments, if necessary, while owning the external communication to the customer
• Leverage your exceptional knowledge of our products and services to consult callers, make product recommendations or refer them to the appropriate resources within the Bank
• Efficiently and expertly answer all incoming phone calls through our main phone number
• Handle account maintenance requests, answer product or rate questions and resolve simple troubleshooting requests
• Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor
• Keep call times to a minimum while providing incredible service to our customers by utilizing your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure
• Monitor the main info email inbox and respond to all inquiries timely and professionally
• Prevent call backlogs at all costs; avoid calls going to voicemails and return all voicemails before end of day
• Embody a commitment to social, economic, environmental, and racial justice
• Apply curiosity and interest in our core values and pursue education related to sustainability practices
• Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations
• Recognize the importance of protecting the organization and our customers
• Question suspicious activity and stay in close collaboration with our Compliance department to ensure proper investigation and processing of potentially fraudulent activity
• Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training

Requirements:

• Prior experience in customer service or sales
• Strong sales instincts and knowledge of consultative sales techniques
• Service Obsession - You're a natural at making people feel heard, valued, and supported
• Entrepreneurial Self-Starter - You take charge of your work product and take pride in delivering consistently great and measurable results
• Organization & Efficiency - You manage your time like a pro, stay focused under pressure, and keep your workflow humming
• Master Communicator - You communicate with confidence, precision, and professionalism
• Banking & Fintech Acumen - You are highly educated in financial products and services, applicable regulations and laws
• Tech-Forward and Analytical Thinking - You learn new tools quickly, are excited by innovation and leverage technology to create efficiencies
• Commitment to Being a Team Player - You lift others up, share ideas, and bring positive energy to everything you do
• Banking experience preferred
• Retail or sales environment acceptable