BankMobile, a division of Customers Bank, has an incredible opportunity for a passionate, tech savvy and customer focused individual to support the promotion of BankMobile while also supporting our mission and strategy. The successful candidate will possess a passion for delivering a level of service that is world class; so superior that customers will routinely refer BankMobile to their friends and family members.
Our team members wear many different hats in a single day! They sell BankMobile products and services to new and existing customers; they partner with current customers to answer their banking questions; and they provide mobile app technical support to assist customers, all with a smile! They are constantly striving to find ways to do the following for our clients: Make Them More Money, Save Them Money, Protect Their Money, Save Them Time & Loan Them Money.
This position will be responsible for working closely with the Customer Care team the Care team is this person's customer. The successful candidate will have the ability, skills and experience to help with finding solutions to complex customer issues by getting to the root cause, and then working with other areas of the bank to resolve them. They will assist the Care team in ensuring the customers are "wowed" by our service.
To be successful in this role you should possess the following skills/ abilities:
A friendly, confident, natural-born communicator. Even for the most experienced bank reps, products and services can be challenging to understand and explain to customers, so you need to be able to write and speak with clarity and precision. We provide you with the tools to be confident and accurate in your responses.
Have an insatiable appetite for learning. We expect our Agents to be interested in keeping up with financial literacy and education.
Able to roll with the punches and solve problems. This is where your entrepreneurial spirit comes into play. We are growing and evolving with each passing minute and we need our team to grow and evolve with us.
Possess the natural ability to lead and mentor fellow team members.
Be a brand ambassador. Our ideas of how to implement and succeed in mobile-only banking are epic! We need you to be passionate about meeting or exceeding the Net Promoter Score and First Call Resolution goals that are set to ensure we are "the best in the business." We want you to believe in our mission and shout it from the rooftops.
Must be able to work flex-shifts day and evening, Saturdays and even the occasional holiday. The beauty of mobile banking is having access to your finances anytime, anywhere. We want our customers to have the same access to customer service that they have to their money.
8 10 years of well-rounded retail banking experience, including sales and service
Prior branch management experience is highly preferred
Analytical minded capable of figuring out root cause of issues and solving problems
Quick Problem-solving skills combined with the ability to determine root causes
Project management skills/superior follow-up skills to follow up on "one offs" mentioned on service calls
Deep understanding of bank policies and procedures
Strong work ethic work until the customer issue is resolved
Works well with others, the ultimate team player
Dependable results driven, and achievement focused
Assertive, yet professional
Effective communication skills
Top organizational skills, including the ability to incorporate technical tools such as Outlook to ensure that we consistently meet all the commitments we make to our customers.
Adaptable to Change
Comfort in a fast-paced work environment
Relationship building ability & focus
Tech savvy, especially with mobile apps
We launched BankMobile in January 2015 with the understanding that everyone needs financial services, yet it is one of the least customer centric industries that exist today. BankMobile came into being to address this problem and provide an alternative banking experience focused on technology, innovation, easy-to-use products, and education with the mission of being "customer-obsessed" and creating "customers for life." Today BankMobile is one of the largest and fastest growing digital banks in the country serving millennials, low- and middle-income Americans and digital natives looking for a tech savvy banking experience. We've built a disruptive multi-partner distribution model, known as "Bank as a Service" that enables us to acquire customers at higher volumes and substantially lower expense than traditional banks. Additionally, our low-cost operating model and regulatory advantages enable us to provide low-cost banking services to low/middle income Americans who have been left behind by the high fee model of "traditional" banks. Today BankMobile provides its "Bank as a Service" platform to colleges and universities and currently serves nearly 2,000,000 accountholders on 800 campuses (covering one out of every three students in the US). BankMobile is expanding into additional verticals in the near future.