Digital Banking Client Service Representative

NewtekOne®, Your Business Solutions Company®, is a financial holding company providing a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business (SMB) market. Since 1999, Newtek has delivered cost-efficient products and services to SMBs across all 50 states, helping them grow sales, control expenses, and reduce risk. Solutions include banking (Newtek Bank, N.A.), business lending, electronic payment processing, technology solutions, eCommerce, accounts receivable and inventory financing, insurance, web services, and payroll and benefits solutions.

About the role

The Digital Banking Client Services Representative is a pivotal role responsible for ensuring customers have a seamless and delightful banking experience within our customer contact channels. This role requires proficiency in banking products and services, including online banking and the mobile app, along with excellent communication, problem-solving, and multitasking skills to support customers and internal team members with a positive attitude.

Responsibilities

• Maintain a strong understanding of bank policies, procedures, and regulatory compliance requirements, as well as the bank's products and services, to provide accurate information to customers.
• Exercise professionalism, confidentiality, and discretion in all customer interactions and while handling sensitive account information.
• Interact with customers via phone, secure message, and chat to address banking inquiries and provide assistance in a friendly and engaging manner.
• Guide new customers through account opening and onboarding, and process account applications for review and approval.
• Address and resolve account-related requests and concerns promptly and effectively.
• Assist customers with navigation and utilization of the online banking platform and mobile app, including troubleshooting and first-level support.
• Escalate online banking issues for further investigation as needed.
• Listen to customer feedback and complaints to provide solutions and insights for service improvement.
• Contribute ideas and suggestions to enhance customer satisfaction.
• Embrace change and adapt to new technologies and strategies aimed at improving the customer experience and streamlining processes.
• Assist with onboarding and training new team members.

Requirements

• Enthusiastic and positive attitude with a desire to help others.
• Exceptional communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Strong problem-solving and troubleshooting skills.
• Ability to multi-task and prioritize to meet time-sensitive deadlines.
• Willingness to assist in cross-functional projects and initiatives.
• Ability to learn and use multiple banking software programs.
• 1+ years in the banking industry preferred.
• Customer service experience and general banking knowledge in deposit products and services, including digital banking, is preferred.

Pay

$50,000 to $65,000 per year

Schedule

Monday through Friday from 11:00 AM–8:00 PM Eastern Time (ET).