Digital Banking Support Representative

Climate First Bank

8d • Remote

About The Position

We are seeking a Digital Banking Support Representative to be on the front lines of delivering exceptional support, serving as the first point of contact for digital banking clients and resolving Tier 1 inquiries with speed and care. You’ll guide customers through online banking tools, troubleshoot access issues, and support a seamless digital onboarding experience. You’ll collaborate across teams, manage inbound and outbound communications, and contribute to deposit growth while stepping in to assist with new account openings when needed. Success in this role means bringing energy to every interaction, driving digital adoption, and delivering a standout client experience that meets key performance and satisfaction goals.

Requirements

• Progressive experience in a client centric, high-volume role, ideally in a remote environment.
• Comprehensive experience in a client centric, high-volume role, ideally in a remote environment.
• Proven, consistent achievement of business growth goals and financial targets.
• Entrepreneurial Self-Starter - You take charge of your work product and take pride in delivering consistently great and measurable results. You learn quickly, solve problems efficiently, and work well independently, under limited direction and supervision, exercising independent judgement, referencing available resources, and demonstrating a high level of accuracy and attention to detail. A high-pace and high-expectation environment excites you and you can’t wait to push yourself to new professional heights in a company that rewards high performance.
• Organization & Efficiency- You manage your time like a pro and stay focused under pressure. You love a good system but also adapt to changing routines. You’re a master note-taker and checklist fanatic and stay on top of things with ease and consistency.
• Master Communicator- You communicate with confidence, precision, and professionalism. You listen deeply, respond thoughtfully, masterfully build relationships, and develop business with strong influencing and decision-making skills. Above all, you exhibit tenacious focus on delivering.
• Banking & Fintech Acumen - You are highly educated in financial products and services, applicable regulations and laws or willing to pursue education promptly. You also possess strong overall business acumen and an understanding of consultative sales.
• Tech-Forward and Analytical Thinking - You learn new tools quickly, are excited by innovation and leverage technology to create efficiencies.
• Commitment to Being a Team Player - You lift others up, share ideas, and bring positive energy to everything you do. You know how to operate as a part of a larger team and love contributing to the big picture. You’re dependable and always happy to lend a hand where needed.
• No visa sponsorship and will not pursue candidates without valid work authorization.

Responsibilities

• Respond to Tier 1 inbound calls and emails for online banking access, login assistance, digital application issues, and general account inquiries.
• Provide Tier 1 technical support and basic troubleshooting for mobile and online banking platforms.
• Deliver timely, solution-oriented customer service across inbound and outbound interactions to ensure a seamless digital experience.
• Identify cross-sell opportunities and conduct outbound calls to support deposit growth and non-interest income.
• Assist with overflow requests to open new consumer deposit accounts and establish customer profiles.
• Support marketing campaigns and digital banking initiatives, driving adoption and customer engagement.
• Maintain accurate documentation of customer interactions and call records within the CRM system.
• Verify submitted information during digital onboarding to ensure compliance with bank policies and guidelines.
• Monitor and achieve performance metrics including First Call Resolution, Customer Satisfaction, and Cross-Sell Conversion Rate.
• Promote the Bank’s mission and values through community engagement and advocacy for clean energy solutions.
• Adopt a commitment to environmental, social, economic, and racial justice.
• Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training.
• Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
• Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity.

Benefits

• Annual bonus, incentives and equity
• 100% employer-paid health coverage for employees
• Employer contribution for dependents
• Medical, Dental & Vision Insurance
• Health Savings Account (HSA)
• Free Telemedicine access via Teladoc
• 401(k) with 6% Employer Match — 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 (EVs)
• Referral Incentives
• 2–4 Weeks of Vacation based on officer level plus additional tenure-based time
• 64 Hours of Paid Sick Time for all full-time employees
• Company-Paid Life Insurance
• Short- & Long-Term Disability Insurance
• Voluntary Life, Accident & Critical Illness Coverage
• Employee Assistance Program (EAP) with free counseling, legal, and financial services

What This Job Offers

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