Experienced Banking Senior Customer Service Representative - Escalation Support and Intake Specialist

Join the Team at blithequark: Where Exceptional Customer Service Meets Career Growth

blithequark is seeking a highly skilled and motivated Banking Senior Customer Service Representative to join our team as an Escalation Support and Intake Specialist. As a key member of our customer service team, you will play a critical role in providing top-notch support to our clients, resolving complex issues, and driving customer satisfaction. If you have a passion for delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.

About blithequark

blithequark is a leading provider of staffing, IT, and workforce solutions with a global presence. Our company was formed through the merger of two industry-leading organizations, bringing together the best elements of both to create a platform that connects talent, technology, and organizations to produce game-changing results. At blithequark, we are committed to fostering a culture of innovation, inclusivity, and excellence, and we are dedicated to helping our clients and employees achieve their ambitions and goals.

Job Summary

As a Banking Senior Customer Service Representative - Escalation Support and Intake Specialist at blithequark, you will be responsible for providing exceptional customer service, supporting escalations, and performing moderately complex transactional or customer support tasks. You will work closely with our clients and internal teams to resolve complex issues, provide solutions, and drive customer satisfaction. This is a 12-month contract position with possible extension, offering a competitive hourly rate of $24-$26 per hour.

Responsibilities

• Provide exceptional customer service and support to clients via various channels, including phone, email, and chat
• Proactively seek ways to improve processes and procedures to enhance customer experience and efficiency
• Perform moderately complex transactional or customer support tasks, including resolving customer complaints and issues
• Receive direction from supervisor and escalate non-routine questions or issues to senior teams or management
• Interact with client personnel on a range of information, including product and service inquiries, and provide solutions and support
• Serve as an intake specialist, handling escalated complaints and directing them to the appropriate research group or team
• Manage and resolve 5-10 cases at a time, ensuring timely and effective resolution of customer issues
• Collaborate with internal teams, including research groups and senior management, to resolve complex issues and drive customer satisfaction

Requirements

Essential Qualifications:

• 2+ years of experience in customer service, preferably in the banking or financial services industry
• Strong knowledge of banking products and services, including regulations and compliance
• Excellent communication and interpersonal skills, with ability to interact with clients and internal teams
• Proven problem-solving and analytical skills, with ability to resolve complex customer issues
• Strong attention to detail and organizational skills, with ability to manage multiple cases and priorities
• Ability to work in a fast-paced environment and adapt to changing situations and priorities

Preferred Qualifications:

• Bachelor's degree in Business, Communications, or related field
• Certification in customer service, banking, or related field (e.g., CFP, CBP)
• Experience with customer relationship management (CRM) software and other technology tools
• Knowledge of banking regulations and compliance, including AML, KYC, and consumer protection laws

Skills and Competencies

To succeed in this role, you will need to possess excellent communication and interpersonal skills, with ability to interact with clients and internal teams. You will also need to be proactive, analytical, and able to think critically, with ability to resolve complex customer issues. Strong attention to detail, organizational skills, and ability to manage multiple priorities are also essential.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop their skills and careers. As a Banking Senior Customer Service Representative - Escalation Support and Intake Specialist, you will have opportunities to:

• Develop your skills and knowledge in customer service, banking, and financial services
• Take on additional responsibilities and challenges, including leadership and mentorship roles
• Participate in training and development programs, including workshops, webinars, and online courses
• Network with colleagues and industry professionals, including senior leaders and subject matter experts

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and supportive company culture. Our employees are our greatest asset, and we are committed to providing a work environment that is engaging, challenging, and rewarding. As a Banking Senior Customer Service Representative - Escalation Support and Intake Specialist, you will work in a dynamic and fast-paced environment, collaborating with colleagues and clients to drive customer satisfaction and business results.

We offer a flexible work schedule, including:

• 30 days of onsite training
• 5 days onsite and 5 days remote schedule

Compensation and Benefits

We offer a competitive hourly rate of $24-$26 per hour, as well as:

• Comprehensive benefits package, including medical, dental, and vision coverage
• Paid time off and holidays
• Opportunities for career growth and professional development

How to Apply

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

blithequark is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.