Bankwell

Customer Support

• Respond to inbound customer inquiries via phone, email, and chat with professionalism, empathy, and efficiency.
• Resolve issues related to accounts, transactions, digital banking, card services, and general product questions.
• Identify and escalate potential fraud, security, or compliance issues in accordance with training and policy.
• Deliver accurate, clear, and client-friendly information in a manner that reflects Bankwell’s tone and values.
• Navigate multiple systems to document interactions and research customer issues in real-time.
• Maintain up-to-date knowledge of bank products, services, procedures, and regulatory requirements.
• Meet or exceed performance metrics for quality, response time, customer satisfaction, and compliance.
• Contribute to a culture of continuous improvement by providing feedback on tools, workflows, and processes. Contribute to our team’s ongoing development by updating, improving, and maintaining our Knowledge Base, New Hire training program docs, AI powered service tools, contact reporting, etc.

Client Support Agent