[Hiring] Customer Service Representative @Climate First Bank

Role Description

We’re seeking a Customer Service Representative to join our Customer Service team. You’ll be one of our front faces of the Bank and the first line of defense for callers and incoming email requests from customers. Handling all incoming calls to the main phone line with resourcefulness, urgency and most importantly exceptional customer service will provide meaningful support to our branches and will serve as an extension of our in-branch services. You’ll be empowered to promote Climate First Bank’s full suite of products and services, while ensuring compliance, accuracy, and a customer-first mindset in every interaction.

What You’ll Contribute

• You ARE Climate First Bank: Embody our mission and business principles and keep your customers coming back for more.
• Expertly answer customer questions, liaising with other teams/departments, if necessary, while owning the external communication to the customer.
• Leverage your exceptional knowledge of our products and services to consult callers, make product recommendations or refer them to the appropriate resources within the Bank.

Exceptional Service

• Efficiently and expertly answer all incoming phone calls through our main phone number.
• Handle account maintenance requests, answer product or rate questions and resolve simple troubleshooting requests.
• Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor.
• Keep call times to a minimum while providing incredible service to our customers by utilizing your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure.
• Monitor the main info email inbox and respond to all inquiries timely and professionally.
• Prevent call backlogs at all costs; avoid calls going to voicemails and return all voicemails before end of day.

Champion Our Mission, Protect What Matters

• Embody a commitment to social, economic, environmental, and racial justice.
• Apply curiosity and interest in our core values and pursue education related to sustainability practices.
• Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
• Recognize the importance of protecting the organization and our customers.
• Question suspicious activity and stay in close collaboration with our Compliance department to ensure proper investigation and processing of potentially fraudulent activity.
• Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training.

Qualifications

• Prior experience in customer service or sales. Banking experience preferred. Retail or sales environment acceptable.
• Strong sales instincts and knowledge of consultative sales techniques.
• Service Obsession: You’re a natural at making people feel heard, valued, and supported.
• Entrepreneurial Self-Starter: You take charge of your work product and take pride in delivering consistently great and measurable results.
• Organization & Efficiency: You manage your time like a pro, stay focused under pressure, and keep your workflow humming.
• Master Communicator: You communicate with confidence, precision, and professionalism.
• Banking & Fintech Acumen: You are highly educated in financial products and services, applicable regulations and laws.
• Tech-Forward and Analytical Thinking: You learn new tools quickly 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.

Work Environment

• Remote role within the United States; Eastern Standard Hours.
• Occasional U.S. travel for company events.
• Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance.
• Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs.

Equal Opportunity Statement

At Climate First Bank we truly believe that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. Diversity and inclusion are at the core of our values and mission. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.