Customer Service Representative

What You’ll Contribute

• 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.

Exceptional Service

• 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.
• Maintain a professional, customer-obsessed, and efficient demeanor during calls.
• 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.
• Maintain the main info email inbox and respond to all inquiries timely and professionally.
• Avoid call backlogs at all costs; prevent calls from going to voicemails and return all voicemails before the end of the day.

Champion Our Mission, Protect What Matters

• Embody a commitment to social, economic, environmental, and racial justice.
• 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.

Experience & Education

• Prior experience in customer service or sales. Banking experience preferred. Retail or sales environment acceptable.
• Strong sales instincts and knowledge of consultative sales techniques.

The Work Environment

• 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.