Job Description:

We're a world-class financial technology company that is passionate about what we do. Evolve has been voted a Top Workplace for the last seven years and has been named a Inc. 5000 fastest growing company. As an Evolve Financial Services Specialist in our world class customer support center you will have the opportunity to serve our Evolve legacy division clients, as well as, the end-users of our cutting-edge Fintech clients. Your role in delivering an amazing experience for these clients is at the leading edge of banking and financial technology. You’ll have the opportunity to interact and support clients through voice calls, emails, chat, SMS, social media and more using the latest technology and support tools. Inquiries will run the gamut across many banking products from checking accounts, cards, online banking, bill pay and much more! Because we provide service to the end-users of our clients, you will have the opportunity to be a brand ambassador for our Fintech – the experience you deliver directly influences our and their reputation and customer loyalty – a big responsibility. Specialists will work both individually and in a team environment to ensure customers’ banking and financial technology needs are recognized and efficiently met. Every customer interaction is considered an opportunity to deepen the bank/client relationships while delivering on Evolve’s brand.

Main Job Tasks and Responsibilities:

• Quickly and accurately answer customer inquiries in a professional and energetic fashion following our defined Customer Experience Guide.
• Deliver exceptional service to our customer by going out of the way to resolve their issues/concerns. 
• Provide first call resolution - respond to and resolve, during the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs by asking clarifying questions. 
• Identify and offer customers the products and services they need and want to succeed financially.
• Help guide and educate customers about the fundamentals and benefits of products being serviced/offered. 
• Meet and/or exceed established team goals for quality and productivity.
•  Recognize and escalate issues (systematic, product, etc.) that negatively impact the customer experience through the appropriate channel(s). 

Education and Experience:

• Associate or bachelor’s degree. 
• Banking experience required. 
• Customer Support Center experience. 
• General banking industry business knowledge. 
• A plus - Bilingual in English and Spanish – ability to read, write and speak both languages without limitation or assistance. 
• 2 year of customer service experience. 

Key Competencies:

• Passion for customer experience and for assisting internal/external customers. 
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette, and voice qualities such as tone, inflection and enunciation. 
• Must be passionate about contributing to an organization focused on continuously improving customer experiences. 
• Problem solving ability and customer advocacy.
• Strong computer skills and the ability to utilize multiple computer applications simultaneously.
•  Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information.