Customer Service Representative

Full Time CO, US

2 days ago Requisition

Salary Range: $22.00 To $27.00 Hourly

Company Overview

At Waterfall Bank, white-glove service and a seamless customer experience are at the heart of everything we do. We care deeply about customers, foster a collaborative team environment, and are energized by innovation and continuous improvement. We are future-focused, detail-driven, and motivated to raise the bar every day.

Position Summary

The Customer Support Representative provides responsive, professional support to the Bank's customers and internal teams. The position handles overflow customer calls during the business day and provides extended phone coverage after the Bank's Eastern Time branches have closed. The role also supports treasury management customers and team members, provides reception coverage as needed, assists the Marketing Manager with monthly events, and supports members of the C-suite and the Founder with administrative and operational needs.

Key Responsibilities

• Answer incoming calls and provide overflow telephone coverage during scheduled hours.
• Identify customer needs, resolve routine matters, and route or elevate requests requiring additional expertise or authorization.
• Maintain a professional, friendly, solutions-oriented approach during every customer interaction.
• Escalate suspected fraud, suspicious activity, security concerns, complaints, or unusual account activity according to Bank procedures.
• Provide support to Branch and Treasury clients, including account servicing, online banking assistance, treasury management support, and fraud/security escalations.
• Assist with meeting preparation, conference room coordination, and general office support.
• Assist the Marketing Manager with the planning and execution of customer, employee, community, and promotional events.
• Provide administrative and operational support to members of the C-suite and the Founder as needed.
• Promptly report suspicious activity, potential fraud, security incidents, customer complaints, or policy concerns.
• Maintain accurate and complete records in accordance with Bank procedures and retention requirements.
• Support during all aspects of client events.

Minimum Qualifications

• High school diploma or equivalent required.
• Two or more years of banking or financial services
• Strong verbal and written communication skills.
• Ability to provide professional and courteous service by telephone, email, and in person.
• Strong organizational skills and ability to manage multiple priorities with accuracy and follow-through.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and similar business applications.

Preferred Qualifications

• Experience supporting online banking
• Experience supporting executives, office operations, marketing activities, or events.
• Familiarity with core banking, customer relationship management, or ticketing systems.
• Professional communication
• Accuracy and attention to detail
• Organization and time management
• Discretion and confidentiality
• Ownership and accountability

Physical and work Environment Requirements

This role may require flexibility in working hours, including occasional evenings, weekends, or off-hours support, to uphold our commitment to 24/7 client service availability.