Financial Field Service Support

About the role

The primary purpose of this position is to provide field‑ and client‑facing customer service and support. The associate will assist and provide accurate information to clients and field users, keep diligent records of all interactions, and maintain queue and hold‑time standards. They must stay current on changes to business processes and the technology that impacts the clients and field users they support.

Typical day: Receiving phone calls and emails from client associates needing help opening accounts on behalf of customers—about 30 calls per day (more on busy days) and roughly 200 emails a month. A shared inbox is also used for inquiries.

Responsibilities

• Provide accurate information on business processes that the associate supports. (60%)
• Research, respond, and follow up with assistance from other team members as required to questions from field users, external clients, Operations, and other Business Units. Draft basic knowledge articles and make changes and updates for review by leaders. (20%)
• Escalate questions to the appropriate associates within FCSS. (10%)
• Reduce risk by suggesting process changes or modifications as appropriate. (5%)
• Perform other duties and responsibilities as assigned. (5%)

Qualifications

• 2‑ or 4‑year degree from an accredited university in business, finance, or a related field, or equivalent.
• 1+ year of finance or banking experience.

Pay

The pay range for this position is $23.00 – $26.00 per hour. Individual compensation will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions
• Life Insurance (voluntary life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off/leave (PTO, vacation, or sick leave)

Schedule

Monday – Friday, 8 am – 5 pm. Four days in the office with a hybrid work arrangement.