Experienced Full Stack Customer Service Representative – Fintech Industry, Remote Customer Support and Problem Solving

Welcome to blithequark: Your Future in Fintech Starts Here

blithequark is a pioneering enterprise processing solutions provider serving financial institutions across the northeastern United States. Recognized among American Banker's FinTech 100 and the Inc. 5,000 fastest-growing companies, we are at the forefront of innovation and customer satisfaction. Our commitment to excellence has earned us a reputation as a Top Workplace in Connecticut and a National Great Place to Work. At blithequark, we believe that our employees are the backbone of our success, and we invest heavily in their personal and professional growth through a progressive training program.

Job Opportunity: Customer Service Representative

We are seeking a highly skilled and motivated Customer Service Representative to join our dynamic call center team. As a Customer Service Representative at blithequark, you will have the opportunity to work in a collaborative and fast-paced environment, utilizing your exceptional phone and online customer service skills to resolve customer inquiries and issues. This is an ideal role for individuals who enjoy problem-solving, are passionate about delivering top-notch customer service, and are eager to gain hands-on experience in the fintech industry.

Key Responsibilities:

• Handle online banking end-user inbound calls and messages to effectively assist customers with a wide range of issues, including login problems, technical support, online bill pay, and online security.
• Document end-user phone and message interactions with specific details in our case management system, ensuring accurate and efficient issue resolution.
• Build rapport and strengthen customer relationships while servicing end-user needs in a respectful, professional manner, consistently meeting or exceeding service level agreements.
• Maintain high call quality standards, adhere to blithequark's service level agreements, and demonstrate reliable work attendance.
• Collaborate with colleagues to share knowledge, best practices, and feedback, contributing to a culture of continuous improvement and excellence.

Requirements and Qualifications:

To be successful in this role, you will need:

• Previous customer service and/or banking experience, with a proven track record of delivering exceptional customer service.
• Previous call center experience is a plus, but not required.
• Computer proficiency, including web navigation, keyboarding skills, and Microsoft Office.
• Ability to learn new concepts quickly and easily in a fast-moving environment.
• Detail-oriented, with excellent organizational and time management skills.
• Some understanding of Online Banking services, with a willingness to learn and adapt to new technologies and systems.

Preferred Qualifications:

We would also like to see:

• Experience working in a remote or virtual environment, with excellent communication and collaboration skills.
• Familiarity with fintech industry trends, products, and services.
• Certifications or training in customer service, sales, or a related field.

What We Offer:

At blithequark, we are committed to providing our employees with a unique and rewarding experience. Here are just a few of the benefits and perks you can expect:

• A hybrid schedule allowing you the flexibility to balance your work/life needs.
• A customized training plan to successfully onboard you through your first year, with ongoing training and development opportunities.
• A robust employee training and development program aligned with career pathing objectives.
• Generous PTO offering, as well as competitive pay and benefits.