Banking Experience Specialist - Omnichannel Support

Thread; Nashville (TN); On-site; USD 52,000 - 68,000; Full time

Job summary

Thread Bank, a digital-first fintech, is hiring a Customer Experience Specialist in Nashville for in-office support. You will handle inbound inquiries across phone, email, chat, and other channels, updating case data and following established procedures to resolve issues.

Ideal candidates have banking industry experience, strong communication, and problem-solving skills, with the ability to work independently in a fast-paced environment while maintaining regulatory compliance.

Qualifications

• Two or more years of experience in financial or banking customer support.
• Ability to research, comprehend, and relay important information.
• Effective oral and written communication skills.
• Must be detail oriented.
• Able to work independently and as part of a team.
• Ability to handle difficult customer interactions effectively.
• HS diploma required; secondary education degree preferred.

Responsibilities

• Answer inbound messages from customers and non-customers via phone, email, chat and other channels.
• Update emails, chat cases, and system information to reflect current status.
• Escalate complex questions to senior team members as needed.
• Perform outbound callbacks and wire callbacks per procedures.
• Create and maintain knowledge base articles based on common questions.
• Follow troubleshooting guides to research and resolve issues; escalate when appropriate.

Skills

Communication skills

Problem solving

Customer service

Multichannel support

Teamwork

Education

High school diploma

Associate degree preferred

Job description

Thread Bank, a digital-first fintech, is hiring a Customer Experience Specialist in Nashville for in-office support. You will handle inbound inquiries across phone, email, chat, and other channels, updating case data and following established procedures to resolve issues.

Ideal candidates have banking industry experience, strong communication, and problem-solving skills, with the ability to work independently in a fast-paced environment while maintaining regulatory compliance.