Responsibilities
- You’ll be one of our front faces of the Bank and the first line of defense for callers and incoming email requests from customers.
- Handling all incoming calls to the main phone line with resourcefulness, urgency and most importantly exceptional customer service will provide meaningful support to our branches and will serve as an extension of our in-branch services.
- You’ll be empowered to promote Climate First Bank’s full suite of products and services, while ensuring compliance, accuracy, and a customer-first mindset in every interaction.
- 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.
Requirements
- Prior experience in customer service or sales. Banking experience preferred. Retail or sales environment acceptable.
- Strong sales instincts and knowledge of consultative sales techniques.
- You’re a natural at making people feel heard, valued, and supported. You thrive on delivering exceptional service. Our customers are your top priority, and you take pride in the white glove support you provide for them.
- You take charge of your work product and take pride in delivering consistently great and measurable results. You solve problems efficiently, seek operational efficiencies and are a customer-centric thinker with a strong focus on providing white-glove service and providing resourceful solutions. A high-pace and high-expectation environment excites you and you can’t wait to push yourself to new professional heights in a company that rewards high performance.
- You manage your time like a pro, stay focused under pressure, and keep your workflow humming. You love putting your head down and getting into the groove but also appreciate changing routines. You’re a master note-taker and checklist fanatic and consider “dropped balls” a four-letter word.
- Whether it’s in-person, on camera, phone, or chat — you communicate with confidence, precision, and professionalism. You listen deeply and respond thoughtfully and are able to engage efficiently and tactfully with customers. Additionally, you masterfully build relationships and develop business with strong influencing and decision-making skills.
- You are highly educated in financial products and services, applicable regulations and laws. You relentlessly seek and expand your understanding of our products and services and never miss an opportunity to speak eloquently about the Bank.
- You learn new tools quickly, are excited by innovation and leverage technology to create efficiencies.
- You lift others up, share ideas, and bring positive energy to everything you do. You know what it takes to operate as a part of a larger team and cherish opportunities to contribute to the big picture.
Additional Information
- Remote role within the United States; Eastern Standard Hours.
- Occasional U.S. travel for company events.
- Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance.
- Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs.
