Digital Banking Client Service Representative – Remote (PT/MT Time Zones)

About the role

Newtek Bank, N.A. is looking to add a Digital Banking Client Service Representative to its team. The Digital Banking Client Services Representative role is a pivotal role responsible for ensuring customers have a seamless and delightful banking experience within our customer contact channels. A Digital Banking Client Services Representative must be proficient in our banking products and services, including online banking and the mobile app. This role requires excellent communication and problem-solving skills, the ability to prioritize and multi-task, and the ability to support customers and internal team-members with a positive and friendly 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 and relevant information to prospective and existing customers.
• Exercise professionalism, confidentiality, and discretion in all customer interactions and while handling sensitive account information.
• Interact with customers in a friendly and engaging manner by phone, secure message, and chats to address various banking inquiries and provide customer assistance.
• Guide new customers through account opening and onboarding.
• 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 our online banking platform and mobile app.
• Provide troubleshooting and first level online banking support.
• Escalate online banking issues for further investigation as needed.
• Listen to customer feedback and complaints to provide solutions and insights for improvement in our services.
• Contribute ideas and suggestions to enhance customer satisfaction.
• Embrace change and adapt to new technologies and strategies aimed at elevating the customer experience and streamlining processes.
• Assist with onboarding and training new team members.
• Participate in mandatory Community Reinvestment Act (CRA) activities and initiatives, including community outreach, volunteer events, financial education programs, and related efforts, as assigned.

Knowledge, Skills & Abilities

• Enthusiastic and positive attitude with a desire to help others.
• Exceptional communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Ability to problem-solve and troubleshoot.
• 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.

Schedule

Monday through Friday from 11:00 AM–8:00 PM ET. Candidates must be located in the Pacific (PT) or Mountain (MT) time zones.

Pay

Salary Range: $50,000 to $65,000 per year