Location: New Canaan,CT, USA
Description
About Bankwell:
Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We're passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We're dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at www.mybankwell.com.
Summary of Position:
Bankwell's customer-facing teams are Expert Allies for our customers and internal stakeholders. Our Client Support Specialist is chiefly focused on providing exceptional customer care for our consumer and commercial customers.
Requirements
* Offering world-class support to our growing client base by phone, chat, video and email with urgency, empathy, and a deep understanding of our products and services including:
* Managing the digital onboarding processes for consumer and commercial customers
* Performing daily maintenance and monitoring of the digital banking applications like HubSpot, Glia, and Fiserv
* Participating in the evaluation and implementation of new digital banking services
* Ensuring customers are educated, enrolled, and effective in leveraging their digital tools
* Participating in ongoing knowledge growth and training on the bank's electronic services to further develop understanding and better serve customers
* Resolving complex customer problems directly by identifying a resolution and escalating issues as needed to the proper individual or department
* Communicating with management on ways to improve our internal workflows, efficiency and streamline our processes
* Identifying potential fraudulent activities or security concerns related to customer accounts, working with the internal Risk Team to investigate suspicious activity and assist in resolving fraud-related claims.
* Supporting the Treasury Management/Cash Management Sales Team by preparing the proper sales documentation and participating on sales calls
* Preparing and approving proposals including pricing, customer agreements and service documents in accordance with Bank policies and procedures
* Conducting annual reviews on all Treasury/Cash Management client services and recommending appropriate funding limits to ensure regulatory compliance
* Following up with clients to aid in the collection of necessary information and documents for implementation of new accounts/services (including requests from the Treasury Management Sales Team)
* Maintaining our team's dedication to our SLA's and other performance-based metrics to ensure clients receive industry-leading service and care
* Responsibilities to include additional duties as needed
Qualifications & Skills:
* Minimum 2 years' relevant Retail or Commercial Banking, Deposit Operations or Digital Banking experience preferred
* Minimum 2 years' experience serving clients directly
* Exceptional customer service skills and sincere appreciation for serving others
* General understanding of Wire Transfer, ACH and the check clearing process
* Strong organizational skills and attention to detail
* Skilled in multi-tasking and managing competing priorities in a fast-paced environment
* Prior experience in the support and onboarding of electronic banking services for consumers and treasury management services for commercial clients is preferred
* Strong sense of integrity and personal ethics
* Ability to communicate effectively at all levels throughout the organization
* Willingness to work flexible hours, overtime and weekends if required
* Proactive attitude and willingness to eagerly assist other team members
* Eagerness to learn and remain coachable for continued growth and development
* Familiarity with MS Word/Excel, as well as Smart Phone platforms (iPhone and Android).