Job Type Full-timeDescriptionWho We AreWe believe the future of banking is digital, connected, contextual, and customer-first. We dreamed of a better way of banking for business and their busy owners, so we built Thread Bank. Our digital-first solutions combine the best-in-class technology with a streamlined customer experience to reduce the time, effort, and mental energy required to do everyday business and personal banking. Next, we created an easy-to-implement, easy to sell, embedded banking solution. It empowers business technology platforms to offer the same simplified, secure, small business banking experience we offer to our customers. These partners use our embedded banking to diversify and strengthen relationships with their customers, who in turn experience digital banking provided by people they trust. And we didn't stop there. We are continually innovating and investing in building our financial ecosystem. Through meticulously selected partnerships, we utilize our technology platform and charter to empower other banks, credit unions, and FinTechs to integrate fully compliant financial solutions into their customer experience without the hassle of building them. Connected, together, we thrive. Thread Bank is a fast-growing financial technology enabled community bank. We are the bridge between community banking and best-in-class financial technology. Our mission is to provide individuals and businesses the value of a community bank delivered to customers where they are with intuitive technology.Our culture reflects the innovation and growth of a fintech coupled with the stability of a bank. We are family friendly. We collaborate across functionally to deliver results. We work hard with flexibility and individual autonomy. We provide excellent benefits including health insurance and 401k with company match.What We Are Looking ForWe are looking for people who thrive in a fast-paced, growth environment while remaining within regulatory boundaries. Thread Bank provides a unique opportunity to be a part of a high growth, cutting edge, fintech startup within the stable and profitable banking industry. This is an excellent opportunity for a professional looking to advance their career as the company grows.About the roleThread Bank is building a new Customer Support team! This role will be the first team member to join this team. The primary responsibility of the Customer Support Representative (CSR) will be to respond to inbound omnichannel Customer Support inquiries. Please note, this role does not provide face-to-face support but will respond to inquiries electronically and via an inbound phone line. Additionally, this role will assist with building the Support team processes and documentation. To be successful, the ideal candidate will have some experience in the banking industry and a combination of excellent communication and problem-solving skills. Essential responsibilities will be to research, analyze, and (where appropriate) provide solutions that meet the customer's needs. Essential Duties
- Effective telephone and interpersonal skills
- Strong problem-solving skills
- Ability to provide excellent customer service in a fast-paced environment
- Proficient computer navigation skills, experience with Salesforce a plus
- Ability to handle difficult customer calls
- Ability to identify, resolve, and/or escalate problems where appropriate
- Excellent documentation skills, experience writing process documentation preferred
- Good time management skills to balance both the phone and email inquiries
Additional Duties
- Assist with opening the physical mail at the bank and routing appropriately
- Assist with evaluating new account inquiries and routing to the Account Management Team
- Assist with building the Support Team! This may include writing processes or assisting with the hiring process
Requirements
- 2 or more years of experience in any customer facing role
- No direct banking knowledge experience required although experience in an industry with compliance guidelines preferred
- Must be able to research, comprehend, and relay important information
- Must have effective oral and written communication skills with the ability to understand the issues of customers and employees
- Must be detail oriented
- Ability to work independently and with a team
- Highschool diploma required, secondary education degree preferred
- Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations
- Proficient In Microsoft Office Products including Word and Excel
Working ConditionsThis role be performed at our bank branch in an office-based setting. The noise level in the work environment(s) is relatively quiet although the primary responsibility of this position will be to take phone calls so expect ringing phone lines and electronic pings. Physical Demands
- Daily/consistent: remaining stationary, computer work, keyboarding, typing, wrist flexing/extension and other repetitive.
EEO StatementThread Bank is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Thread Bank are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran or disability status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Thread Bank will not tolerate discrimination or harassment based on any of these characteristics. Thread Bank encourages applicants of all ages.By submitting your application, you give Thread Bank permission to email, call, or text you using the contact details provided. We will only contact you with job related information.