Customer Experience Specialist

Description

Who We Are

Thread Bank is a digital-first financial technology community bank that aims to enhance customer engagement through innovative solutions. Thread Bank offers a modern website, a CRM system, and a mobile app to simplify banking for businesses and individuals. Our embedded banking solution helps business technology platforms provide secure banking experiences. We also partner with other banks, credit unions, and FinTechs to integrate compliant financial solutions. Thread Bank values innovation, collaboration, and flexibility, and offers excellent benefits and a family-friendly culture.

What We Are Looking For

Thread Bank is building a new Customer Support team and is looking for a Customer Experience Specialist with experience in inbound support centers responding to omnichannel account holder inquiries. The ideal candidate thrives in a fast-paced, growth environment while operating within regulatory boundaries, and brings banking industry experience along with strong communication and problem-solving skills. Essential responsibilities include researching, analyzing, and, where appropriate, resolving customer needs within banking guidelines.

What You’ll Do

• Independently answers inbound messages from customers and non-customers, using sound judgment to respond to phone calls, emails, chats, and other communication channels used by the bank, including inquiries from direct customer deposit and loan clients, embedded clients’ end users, and merchant acquiring clients and merchants.
• Works closely with the bank’s contact management platforms to update emails, chat cases, and other required information to reflect appropriate status.
• Initiates and follows up on internal tickets to obtain information from subject matter experts, such as Operations, to complete the customer inquiry journey.
• Escalates complex questions or dissatisfied callers to senior team members for guidance.
• Completes outbound callbacks for items not resolved on first contact, wire callbacks following documented procedures and scripts, and occasional surveys following documented procedures and scripts.
• Creates and maintains knowledge base articles based on common customer questions.
• Follows step-by-step troubleshooting guides to research and resolve customer issues, and escalates when appropriate.
• Performs additional duties and responsibilities as assigned, according to the needs of the bank.

Competencies

• Telephone support: strong telephone and interpersonal skills, problem-solving skills, and the ability to provide excellent service in a fast-paced environment.
• Computer skills: proficient computer navigation skills; contact center platform experience is a plus.
• Composure: ability to handle high-stress situations and escalate problems where appropriate.

Qualifications

• Two or more years of experience within the financial or banking industry.
• Ability to research, comprehend, and relay important information.
• Effective oral and written communication skills.
• Must be detail oriented.
• Ability to work independently and as part of a team.
• Ability to manage difficult customer interactions effectively.
• Ability to work through problems involving multiple facets and variables in non-standardized situations.
• High school diploma required; secondary education degree preferred.

Location / Work Arrangement

Nashville, Tennessee - On-site (Corporate Headquarters). This position requires full-time in-office presence. Monday - Friday 8am-5PM CST

Physical Requirements and Accommodations

The employee must be able to perform the essential functions of this position. If requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the Americans with Disabilities Act (“ADA”).

Equal Employment Opportunity

Thread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business need.

By submitting an application, the candidate authorizes Thread Bank to email, call, or text the candidate using the contact details provided. Thread Bank will only make contact for job-related purposes.

This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Thread Bank reserves the right to add, remove, or modify duties and responsibilities at any time, with or without notice. This document does not create an employment contract, express or implied, and does not alter the at-will nature of employment with Thread Bank.