Customer Service Representative

Climate First Bank is a Florida Benefit Corporation and FDIC-insured commercial bank focused on sustainability and ethical banking. They are seeking a Customer Service Representative to provide exceptional service to customers, handle inquiries, and promote the bank's products while ensuring compliance and accuracy.

Responsibilities:

• 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
• Exceptional knowledge of our products and services
• Ability to consult callers and make product recommendations
• Efficiently and expertly answer all incoming phone calls
• Handle account maintenance requests and resolve simple troubleshooting requests
• Professional, customer-obsessed and efficient demeanor
• Monitor the main info email inbox and respond to all inquiries timely and professionally
• Commitment to social, economic, environmental, and racial justice
• Willingness to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations
• Ability to recognize the importance of protecting the organization and customers
• Stay informed on legal context and regulatory requirements
• Complete all web-based compliance and IT training
• Natural at making people feel heard, valued, and supported
• Ability to deliver exceptional service
• Take charge of work product and deliver consistently great results
• Solve problems efficiently and seek operational efficiencies
• Manage time effectively and stay focused under pressure
• Communicate with confidence, precision, and professionalism
• Engage efficiently and tactfully with customers
• Build relationships and develop business with strong influencing and decision-making skills
• Highly educated in financial products and services, applicable regulations and laws
• Seek and expand understanding of products and services
• Learn new tools quickly and leverage technology to create efficiencies
• Lift others up, share ideas, and bring positive energy to the team
• Banking experience preferred
• Retail or sales environment acceptable
• Strong sales instincts and knowledge of consultative sales techniques