Job Description
COMPANY SUMMARY:
CFG Bank, based in Baltimore, Maryland, is a leading financial institution serving the national healthcare and multifamily markets and the Mid-Atlantic region. As the 6th largest bank in Baltimore by deposits and the largest locally based, we've grown from $1 billion to over $5 billion in assets by 2023. With over 30 years of expertise, we rank among the top five healthcare bridge-to-HUD lenders in the country. At CFG Bank, we redefine banking by blending big bank capabilities with personalized boutique service. Recognized as "Best Place to Work" by the Baltimore Business Journal in 2022, 2023 and 2024, our primary goal is making each team member feel choosing CFG Bank was their best career decision. Join us for professional growth and a positive work environment that sets CFG Bank apart.
POSITION SUMMARY:
Are you a friendly, proactive problem-solver who thrives on delivering outstanding customer experiences? Join our team as a Call Center Agent (CCA) and become the voice of CFG Bank. As the first point of contact for our valued customers, you will play a vital role in answering questions, resolving concerns, and delivering personalized solutions that exceed expectations. In this dynamic role, you will handle inbound and outbound calls, actively listen to customer needs, and ensure every interaction is seamless and positive. You will also manage our cutting-edge Link Live chat service, connecting with customers in real time to provide fast, effective assistance. This role is an ideal opportunity for someone passionate about making a difference and creating memorable customer experiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Take customer calls and provide accurate, satisfactory answers to their queries.
• Utilize effective written and verbal communication skills to collaborate successfully with the public and all employees across various departments.
• Successfully complete all job-related training programs, attend staff meetings, and participate in bank functions such as training sessions, seminars, and compliance meetings.
• Call clients to inform them about the company's new products, services, and policies.
• Guide callers through troubleshooting, navigating the company's Retail Online Banking system, or utilizing products/services, including online account opening.
• Provide deposit rate information and offer product alternatives to clients.
• Review client accounts and provide product recommendations.
• Collaborate with other departments within the bank.
• Ensure interactions with customers are positive, enthusiastic, courteous, friendly, and efficient, in accordance with bank regulations, policies, and procedures, while safeguarding against loss.
• Professionally respond to all customer inquiries while maintaining confidentiality of customer accounts and transactions.
• Ensure timely communication with customers for time-sensitive depository questions and requests.
• Serve as a resource on new digital account processing and follow up to complete account requests.
• Acquire and maintain a general knowledge of the bank's products and related services.
• Handle customer information and confidentiality of bank-related problems and security issues in compliance with all state and federal regulations.
• Comply with all bank regulatory policies, including those related to the Community Reinvestment Act, Equal Employment Opportunity, Bank Secrecy Act, Information Security Policy, Privacy Policy, Secrecy Policy, and others. Conduct and/or coordinate periodic training on these policies as directed by the branch manager, following the schedule outlined in the Compliance Training Manual.
QUALIFICATIONS AND REQUIREMENTS:
• Strong communication skills, both written and verbal.
• Excellent active listening abilities.
• Exceptional interpersonal skills and ability to build rapport.
• Patient and empathetic attitude towards customers.
• Strong critical thinking and problem-solving capabilities.
• Effective time management and organizational skills.
• Adaptability and flexibility in various situations.
• Comfortable working in fast-paced environments.
• Proficient in troubleshooting.
• Computer literacy.
• General knowledge of company products and/or services.
• High school diploma or equivalent, with basic math skills, and demonstrated effective time management and organizational skills.
EEO STATEMENT: CFG Bank is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to ensuring a diverse and inclusive workplace, and all employment decisions are based on merit, qualifications, and business needs. If you require accommodations during the application process, please contact Human Resources.
COMPENSATION DISCLOSURE:
In accordance with Maryland's Equal Pay for Equal Work Act, we are committed to providing transparent wage information for all posted job opportunities. The wage range for this position is $50,000 to $52,000 annually. Compensation is determined based on factors such as Experience, Qualifications, and Internal equity.
BENEFITS AND ADDITIONAL COMPENSATION:
Additionally, this position includes a comprehensive benefits package and other forms of compensation, including:
• Employer-provided health benefits: medical insurance, dental & vision insurance, disability insurance, life insurance, mental health support services, wellness program & free health club membership (for Baltimore-based employees)
• Paid time off: vacation days, sick leave, volunteer days
• Retirement plan: 401(k) with employer match
• Other compensation elements: Discretionary annual bonus and overtime pay for non-exempt positions
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Compensation details: 50000-52000 Yearly Salary
PI73d9d1f70594-30492-36101499
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