Note: The job is a remote job and is open to candidates in USA. NewtekOne, Your Business Solutions Company, is a financial holding company providing a range of solutions to the SMB market. They are seeking a Bilingual Digital Banking Client Service Representative to ensure customers have a seamless banking experience and to assist with banking inquiries through various contact channels.
Responsibilities
- Maintain a strong understanding of bank policies, procedures, and regulatory compliance requirements as well as the bank's products and services to provide accurate and relevant information to prospective and existing customers
- Exercise professionalism, confidentiality, and discretion in all customer interactions and while handling sensitive account information
- Interact with customers in a friendly and engaging manner by phone, secure message, and chats to address various banking inquiries and provide customer 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 navigation and utilization of our online banking platform and mobile app
- Provide troubleshooting and first level online banking support
- Escalate online banking issues for further investigation as needed
- Listen to customer feedback and complaints to provide solutions and insights for improvement in our services
- Contribute ideas and suggestions to enhance customer satisfaction
- Embrace change and adapt to new technologies and strategies aimed at elevating the customer experience and streamlining processes
- Assist with onboarding and training new team members
Skills
- Fluency in English and Spanish is required for this role
- 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
- Maintain a strong understanding of bank policies, procedures, and regulatory compliance requirements as well as the bank's products and services to provide accurate and relevant information to prospective and existing customers
- Exercise professionalism, confidentiality, and discretion in all customer interactions and while handling sensitive account information
- Interact with customers in a friendly and engaging manner by phone, secure message, and chats to address various banking inquiries and provide customer 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 navigation and utilization of our online banking platform and mobile app
- Provide troubleshooting and first level online banking support
- Escalate online banking issues for further investigation as needed
- Listen to customer feedback and complaints to provide solutions and insights for improvement in our services
- Contribute ideas and suggestions to enhance customer satisfaction
- Embrace change and adapt to new technologies and strategies aimed at elevating the customer experience and streamlining processes
- Assist with onboarding and training new team members
- 1+ years in the banking industry preferred
- Customer service experience and general banking knowledge in deposit products and services including digital banking is preferred
Company Overview
NewtekOne has helped businesses grow since 1998. It was founded in 1998, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.newtekone.com.