Shire Jobs

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:

Call Center Agent (CCA) will be the first point of contact for CFG Bank customers. The CCA takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling inbound and outbound calls to and from customers, listening to and assessing customers needs or issues and providing helpful solutions. The CCA will also be responsible for managing the Banks Link Live chat service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Take customer calls and provide accurate, satisfactory answers to their queries
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Manage the Banks Live Link Chat service
• Minimum of one to two years related branch-banking or customer service experience preferred.
• Effective written and verbal communication skills to work successfully with the public, as well as all other employees across multiple departments.
• Must successfully complete all job-related training programs; attend staff meetings and other bank functions, e.g., training sessions, seminars, product knowledge and compliance meetings.
• Call clients to inform them about the companys new products, services and policies
• Guide callers through troubleshooting, navigating the companys Retail Online Banking system or using the products or services including online account opening
• Provide deposit rate information and product alternatives to clients
• Review client accounts, providing product recommendations
• Collaborate with other departments within the bank
• Help to train new employees and inform them about the companys service agreements

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``` - Ensures interactions with customers are served in a positive, enthusiastic, courteous, friendly, and efficient manner in accordance with bank regulations, policies, and procedures while protecting the bank against loss. - Professionally responds to all customer inquires while always maintaining confidentiality of customer accounts and transactions either on or off the job. - Ensures communication with customers are provided in reasonable allotted time for time sensitive depository questions and requests. - Serve as a resource on new digital account processing and follow up to complete account request. - Acquires and maintains a thorough knowledge of the banks products and related services. - Ensures that customer information and the confidentiality of any bank-related problems and security issues are handled in confidence and in compliance with all state and federal regulations. - Responsible for complying 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 other numerous regulatory policies for which the branch personnel are responsible. Conducts and/or coordinates at the direction of the branch manager periodic training on these polices according to the schedule outlined in Compliance Training Manual.

QUALIFICATIONS AND REQUIREMENTS:

• Financial call center banking experience 1-2 years
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong critical thinking and problem-solving skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems including recorded lines
• In-depth knowledge of a companys products and/or services
• High school diploma or equivalent, basic math skills, and demonstrated effective time- management and organizational skills.
• Experience with online account opening systems and banking core systems

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.