Customer Support Specialist

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

Customer Support Specialist within CFG Bank’s Call Center serves as a point of contact for handling complex customer issues and concerns that require escalated attention. They play a pivotal role in ensuring customer satisfaction and resolving disputes effectively.

Essential Duties And Responsibilities

• Address escalated customer and issues and complaints with accuracy and efficiency.
• Collaborate with other departments within the bank to resolve complex customer problems.
• Utilize advanced communication skills to de-escalate tense situations and provide satisfactory resolutions to customers.
• Serve as a subject matter expert on CFG Bank’s products, services, and policies to provide comprehensive assistance to customers.
• Analyze customer feedback and recommend improvements to enhance overall customer experience.
• Manage and prioritize escalations to ensure timely resolution and customer satisfaction.
• Uphold confidentiality and security protocols when handling sensitive customer information and transactions.
• Ensure compliance with all state and federal regulations while addressing customer concerns.
• Participate in ongoing training programs and stay updated on industry best practices.
• Assist in coaching new team members on handling escalations effectively.
• 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

• Previous experience in a call center environment with a focus on handling escalations is required.
• Excellent written and verbal communication skills.
• Strong active listening abilities and empathy towards customers.
• Exceptional interpersonal skills with the ability to build rapport.
• Advanced critical thinking and problem-solving capabilities.
• Effective time management and organizational skills.
• Adaptability and flexibility in handling challenging situations.
• Proficient in troubleshooting complex issues.
• Comfortable working in a fast-paced environment.
• Computer literacy and familiarity with relevant software applications.
• High school diploma or equivalent with demonstrated experience in customer service or a related field.

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 $55,000 to $65,000 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 and vision insurance, disability insurance, life insurance, mental health support services, wellness program and 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

EOE 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.

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