Client Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Address inbound customer inquiries through phone, email, and chat with a high level of professionalism, empathy, and efficiency.

• Resolve concerns regarding accounts, transactions, digital banking, card services, and general product inquiries.

• Recognize and escalate potential fraud, security, or compliance issues in line with training and policy guidelines.

• Provide accurate, clear, and client-friendly information that aligns with Bankwell’s tone and values.

• Navigate various systems to document interactions and investigate customer issues in real-time.

• Stay informed about bank products, services, procedures, and regulatory requirements.

• Achieve or surpass performance metrics related to quality, response time, customer satisfaction, and compliance.

• Foster a culture of continuous improvement by offering insights on tools, workflows, and processes.

• Support our team’s ongoing development by updating, refining, and maintaining our Knowledge Base, New Hire training program documents, AI-powered service tools, contact reporting, and more.

⛳️ Requirements

• Minimum of 3 years of experience in a customer service capacity.

• Ability to work independently in a remote environment, demonstrating strong time management and self-discipline.

• Exceptional written and verbal communication skills with a strong attention to detail.

• Proficient technical skills; comfortable learning and managing multiple systems and tools simultaneously.

• Familiarity with digital banking platforms and basic cybersecurity practices is advantageous.

• Experience in identifying and escalating risk-related issues such as potential fraud or unauthorized access.

• A quiet, dedicated home office space equipped with a reliable high-speed internet connection is essential.

• Background in banking, fintech, or another regulated environment is mandatory.

🏝️ Benefits

• Fully remote position.

• Support for applicants with disabilities.