Customer Service Rep

Customer Support Representative

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, offering excellent benefits and a family-friendly culture.

What We Are Looking For

Thread Bank is building a new Customer Support Team! We are looking for an individual with experience in Inbound Support Centers responding to omnichannel Account Holder Inquiries. We are looking for people who thrive in a fast-paced, growth environment while remaining within regulatory boundaries. 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 within banking guidelines.

What You'll Do

• Independently answer inbound messages from customers and non-customer and use good judgement to respond to phone calls, emails, chats and other communication channels used at the bank. Areas of call topics include: direct customer deposits and loans, embedded client's end users, and merchant acquiring clients and merchants.
• Work closely with the bank's choice of contact management platforms to update emails, chat cases and other required information to indicate appropriate status.
• Initiate and follow-up on internal tickets for information from subject matter experts (like Operations) to complete the customer inquiry journey.
• Escalate complex questions or dissatisfied callers to get guidance from senior team members.
• Complete outbound callbacks for items not resolved on first point of contact, wire callbacks (following documented procedures and scripts), occasional surveys following documented procedures and scripts.
• Create and maintain knowledge base articles based on common customer questions.
• Follow step by step troubleshooting guides to research and resolve customer issues, and escalate when appropriate.
• Other duties and responsibilities may be assigned, according to the needs of the Bank.
• Competencies:
• Telephone Support Competencies: Telephone and interpersonal skills, problem-solving skills, ability to provide excellent service in a fast-paced environment.
• Computer Skills Competencies: Proficient computer navigation skills, Contact Center Platform experience a plus.
• Ability to handle high-stress situations, and escalate problems where appropriate.

Qualifications

• 2 or more years within the financial or banking industry
• Must be able to research, comprehend, and relay important information
• Must have effective oral and written communication skills
• Must be detail oriented
• Ability to work independently and within a team
• Ability to manage difficult customers effectively
• Highschool diploma required, secondary education degree preferred
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations

Location / Work Arrangement

• Nashville, Tennessee On-site (Corporate Headquarters). This position requires full-time in-office presence.

Employee must be able to perform essential functions of the position and, 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 ADA.

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 is decided on the basis of qualifications, merit, and business need.

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.