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

Newtek One•,

6d•$50,000 - $65,000•Remote

About The Position

Newtek Bank, N.A. is seeking a Digital Banking Client Service Representative to join its team. This role is crucial for ensuring customers have a positive banking experience through various contact channels. The representative must be knowledgeable about banking products, services, online banking, and the mobile app. Key skills include excellent communication, problem-solving, multitasking, and a positive attitude towards supporting customers and internal teams.

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.
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.

Responsibilities

Maintain a strong understanding of bank policies, procedures, regulatory compliance, and products/services to provide accurate information.
Exercise professionalism, confidentiality, and discretion in all customer interactions and when handling sensitive account information.
Interact with customers via phone, secure message, and chat in a friendly and engaging manner to address inquiries and provide 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 navigating and utilizing the online banking platform and mobile app.
Provide troubleshooting and first-level online banking support, escalating issues 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 for customer experience and process streamlining.
Assist with onboarding and training new team members.
Participate in mandatory Community Reinvestment Act (CRA) activities, including community outreach, volunteer events, and financial education programs.