Digital Branch Customer Care Representative

EagleBank•Bethesda, MD

1d•Hybrid

About The Position

EagleBank is a values-driven organization focused on being Flexible, Involved, Responsive, Strong, and Trusted. We prioritize meaningful connections with our customers, employees, and shareholders, delivering compelling and valuable service. We are committed to inclusion, equity, and respect, celebrating diversity and learning from one another's experiences. We invest in employee growth and wellbeing through resource groups, mentorship programs, community service, and scholarship opportunities. Benefits include maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in HSA accounts, and 100% 401(k) matching up to 4%. The Digital Branch Customer Care Representative delivers prompt, accurate support to Digital Branch customers across digital accounts, mobile banking, and related products and services. This role consistently provides high-quality customer service by prioritizing clear communication, timely resolution, and a seamless customer experience, reinforcing customer satisfaction, loyalty, and retention.

Requirements

H.S. Diploma or General Education Degree (GED) or equivalent
2 years of inbound and outbound call center and/or branch operations experience in a financial institution
Proficient knowledge of banking products, policies, and services particularly related to electronic banking.
Advanced problem-solving skills.
Capacity to work independently, be self-motivated and adapt well to change.
Solid understanding of computers and browser functionalities.
General knowledge of MS Office.

Nice To Haves

Previous experience working with digital branch products and services, with an emphasis in high-volume customer interactions, online account servicing, and digital support
Previous experience with MANTL online account opening solution
Previous experience with FIS D1Flex online banking support tool

Responsibilities

Delivers prompt, accurate support to Digital Branch customers across digital accounts, mobile banking, and related products and services.
Consistently provides high-quality customer service by prioritizing clear communication, timely resolution, and a seamless customer experience, reinforcing customer satisfaction, loyalty, and retention.