Customer Experience Specialist

Apply 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. …