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 handle incoming calls and emails, provide exceptional customer service, and promote the bank's products and services while ensuring compliance and accuracy.

Responsibilities:

• 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
• 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 our customers
• Stay informed on legal context and regulatory requirements
• Ability to communicate with confidence, precision, and professionalism
• Ability to engage efficiently and tactfully with customers
• Ability to manage time effectively and stay focused under pressure
• Ability to learn new tools quickly and leverage technology to create efficiencies
• Commitment to being a team player and contributing to the big picture
• Banking experience preferred
• Retail or sales environment acceptable
• Strong sales instincts and knowledge of consultative sales techniques