Customer Obsession Representative

Climate First Bank

23h • Remote

About The Position

Climate First Bank is hiring a Customer Service Representative to support customers as a first point of contact for calls to the Bank’s main phone line and incoming email inquiries. The role supports the branches and extends in-branch service by addressing customer questions, handling account maintenance requests, responding to product and rate questions, and resolving straightforward troubleshooting issues. The representative is expected to provide efficient, professional, customer-focused service while maintaining accurate and compliant interactions.

The representative consults callers about the Bank’s products and services, makes recommendations or refers customers to appropriate resources, and coordinates with other teams while retaining ownership of external customer communication. The position also involves monitoring and responding to the main information email inbox, preventing call backlogs, and returning voicemails by the end of the day.

The role calls for commitment to the Bank’s social, economic, environmental, and racial justice mission, willingness to learn sustainability practices, and adherence to Bank policies, procedures, and regulations. The representative collaborates with Compliance when activity may be suspicious or fraudulent and completes required web-based compliance and IT training.

This is a remote role within the United States, working Eastern Standard Hours, with occasional U.S. travel for company events. The employer is tobacco-free; employees must affirm they are nonsmokers or commit to cessation within 90 days of offer acceptance. The work includes sustained standing and sitting, frequent speaking and listening, and PC use including typing or sustained attention to a monitor; occasional lifting of up to 20 pounds is required. Base pay starts at $23 per hour, commensurate with experience. The position may also be eligible for an annual bonus, incentives, and equity.

Requirements

• Prior experience in customer service or sales; retail or sales experience is acceptable.
• Strong sales instincts and knowledge of consultative sales techniques.
• Ability to communicate confidently, precisely, and professionally across in-person, video, phone, or chat channels.
• Strong listening, relationship-building, influencing, and decision-making skills.
• Ability to manage time, stay focused under pressure, maintain organized workflows, and deliver consistent results.
• Resourceful problem-solving and a customer-centric approach to service and operational efficiency.
• Ability to learn tools quickly and use technology to create efficiencies.
• Commitment to teamwork and contributing positively to a larger team.
• Willingness to understand and follow established Bank policies, procedures, and regulations.
• Ability to meet the role’s physical demands, including sustained standing and sitting, frequent speaking and listening, PC use, and occasional lifting up to 20 pounds.
• Valid U.S. work authorization; the employer does not offer visa sponsorship.
• Must affirm non-smoker status or commit to cessation within 90 days of offer acceptance.

Nice To Haves

• Banking experience.
• Knowledge of financial products and services and applicable regulations and laws.
• Interest in sustainability practices and the Bank’s mission.

Responsibilities

• Answer incoming calls to the Bank’s main phone number efficiently and professionally.
• Handle account maintenance requests, product and rate questions, and simple troubleshooting requests.
• Answer customer questions, coordinate with other teams when needed, and own external communication with the customer.
• Consult callers on the Bank’s products and services, make recommendations, or refer customers to appropriate Bank resources.
• Monitor the main information email inbox and respond to inquiries promptly and professionally.
• Prevent call backlogs, avoid sending calls to voicemail, and return all voicemails before the end of the day.
• Provide efficient, welcoming, customer-focused support while keeping call times to a minimum.
• Follow Bank policies, procedures, and regulations and complete required compliance and IT training.
• Question suspicious activity and collaborate with Compliance on investigation and processing of potentially fraudulent activity.
• Stay informed about legal context and regulatory requirements and pursue education related to sustainability practices.

Benefits

• Employer-paid employee health coverage, with an employer contribution for dependents.
• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• Free telemedicine access via Teladoc.
• 401(k) with a 6% employer match and no vesting period.
• Employee stock options.
• Exclusive employee banking perks.
• 0% financing for employee solar loans.
• Employee-only mortgage product with exclusive interest rates and terms.
• 0% financing for eligible electric vehicles.
• Referral incentives.
• Two to four weeks of vacation based on officer level, plus tenure-based time.
• 64 hours of paid sick time for full-time employees.
• Company-paid life insurance.
• Short- and long-term disability insurance.
• Voluntary life, accident, and critical illness coverage.
• Employee Assistance Program with free counseling, legal, and financial services.
• Position may be eligible for an annual bonus, incentives, and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed