Bankwell

Client Services Representative

• 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