Digital Banking Client Service Representative - Wilmington, NC
NewtekOne, Your Business Solutions Company, is a financial holding company providing a wide range of business and financial solutions. They are seeking a Digital Banking Client Service Representative to ensure customers have a seamless banking experience and to assist with various banking inquiries through excellent communication and problem-solving skills.
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
Skills
- 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
- 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
Company Overview