Digital Banking Client Service Representative – Remote (PT/MT Time Zones)

NewtekOne®, Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business ("SMB") market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk. Newtek's and its subsidiaries' business and financial solutions include: banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions. Newtek Bank, N.A. is looking to add a Digital Banking Client Service Representative to its team. (Please see below for schedule information) POSITION SUMMARY: The Digital Banking Client Services Representative role is a pivotal role responsible for ensuring customers have a seamless and delightful banking experience within our customer contact channels. A Digital Banking Client Services Representative must be proficient in our banking products and services, including online banking and the mobile app. This role requires excellent communication and problem-solving skills, the ability to prioritize and multi-task, and the ability to support customers and internal team-members with a positive and friendly attitude. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: (other duties may be assigned as needed) • Maintain a strong understanding of bank policies, procedures, and regulatory compliance requirements as well as the bank's products and services to provide accurate and relevant information to prospective and existing customers. • Exercise professionalism, confidentiality, and discretion in all customer interactions and while handling sensitive account information. • Interact with customers in a friendly and engaging manner by phone, secure message, and chats to address various banking inquiries and provide customer assistance. • Guide new customers through account opening and onboarding. • Process account applications for review and approval. • Address and resolve account-related requests and concerns promptly and effectively. • Assist customers with navigation and utilization of our online banking platform and mobile app. • Provide troubleshooting and first level online banking support. Escalate online banking issues for further investigation as needed. • Listen to customer feedback and complaints to provide solutions and insights for improvement in our services. Contribute ideas and suggestions to enhance customer satisfaction. • Embrace change and adapt to new technologies and strategies aimed at elevating the customer experience and streamlining processes. • Assist with onboarding and training new team members. Other Duties: Participate in mandatory Community Reinvestment Act (CRA) activities and initiatives, including community outreach, volunteer events, financial education programs, and related efforts, as assigned. KNOWLEDGE, SKILLS, AND ABILITIES: • Enthusiastic and positive attitude with a desire to help others. • Exceptional communication and interpersonal skills. • Ability to work collaboratively in a team-oriented environment. • Ability to problem-solve and troubleshoot. • Ability to multi-task and prioritize to meet time-sensitive deadlines. • Willingness to assist in cross-functional projects and initiatives. • Ability to learn and use multiple banking software programs. • 1+ years in the banking industry preferred. • Customer service experience and general banking knowledge in deposit products and services including digital banking is preferred SCHEDULE INFORMATION: We are hiring for the following schedule. All times are Eastern Time (ET). Monday through Friday from 11:00 AM–8:00 PM ET. Candidates must be located in the Pacific (PT) or Mountain (MT) time zones. Salary Range: $50,000 to $65,000 per year NewtekOne is an Equal Opportunity Employer; M/F/D/V. We require all of our employees to perform work in an ethical manner and uphold our Code of Business Conduct and Ethics at all times.