Job Description:

• Respond to Tier 1 inbound calls and emails regarding online banking access, login assistance, digital application issues and general account inquiries
• Provide Tier 1 technical support and basic troubleshooting for mobile and online banking platforms
• Deliver timely, solution-oriented customer service through inbound and outbound interactions
• Identify cross-sell opportunities and conduct outbound calls to support deposit growth and non-interest income
• Assist with overflow requests to open new consumer deposit accounts and establish customer profiles
• Support marketing campaigns and digital banking initiatives to drive adoption and customer engagement
• Maintain accurate documentation of customer interactions and call records in the CRM system
• Verify submitted information during digital onboarding for compliance with bank policies and guidelines
• Monitor and achieve First Call Resolution, Customer Satisfaction and Cross-Sell Conversion Rate metrics
• Promote the Bank’s mission and values through community engagement and advocacy for clean energy solutions
• Stay informed about regulatory requirements and complete mandatory compliance and IT training
• Question suspicious activity and collaborate with relevant departments to help prevent fraud
• Participate in the Topgrading hiring process, including conversations with team members

Requirements:

• Progressive or comprehensive experience in a client-centric, high-volume role, ideally in a remote environment
• Proven, consistent achievement of business growth goals and financial targets
• Ability to work independently under limited direction and supervision
• Independent judgment, high accuracy and attention to detail
• Strong time management and organizational skills
• Confident, precise and professional communication skills
• Strong relationship-building, influencing and decision-making skills
• Strong knowledge of financial products, services, applicable regulations and laws, or willingness to pursue education promptly
• Overall business acumen and understanding of consultative sales
• Ability to learn new tools quickly and leverage technology for efficiency
• Commitment to environmental, social, economic and racial justice
• Ability to complete mandatory compliance and IT training
• Ability to understand and follow bank policies, procedures and regulations
• Must be a non-smoker or affirm commitment to cessation within 90 days of offer acceptance
• Valid U.S. work authorization; the employer does not offer visa sponsorship
• Availability during Eastern Standard Hours
• Ability to sustain standing and sitting, communicate frequently, use a PC and type, maintain monitor attention, and occasionally lift up to 20 lbs
• Ability to complete cognitive and personality assessments, credit and background checks, and reference checks during the hiring process

Benefits:

• Annual bonus, incentives and equity may be available
• 100% employer-paid medical, dental and vision insurance for employees
• Employer contribution for dependents
• Health Savings Account (HSA)
• Free telemedicine access via Teladoc
• 401(k) with 6% employer match and no vesting period
• Employee stock options
• Exclusive employee banking perks
• 0% financing for employee solar loans
• Employee-only mortgage product with exclusive interest rates and terms
• 0% financing for eligible electric vehicles (EVs)
• Referral incentives
• 2–4 weeks of vacation based on officer level plus additional tenure-based time
• 64 hours of paid sick time for all full-time employees
• Company-paid life insurance
• Short- and long-term disability insurance
• Voluntary life, accident and critical illness coverage
• Employee Assistance Program (EAP) with free counseling, legal and financial services
• Occasional U.S. travel for company events