Customer Experience Specialist

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

Who We Are

Thread Bank is a digital-first financial technology community bank that aims to enhance customer engagement through innovative solutions. Thread Bank offers a modern website, a CRM system, and a mobile app to simplify banking for businesses and individuals. Our embedded banking solution helps business technology platforms provide secure banking experiences. We also partner with other banks, credit unions, and FinTechs to integrate compliant financial solutions. Thread Bank values innovation, collaboration, and flexibility, and offers excellent benefits and a family-friendly culture.

What We Are Looking For

Thread Bank is building a new Customer Support team and is looking for a Customer Experience Specialist with experience in inbound support centers responding to omnichannel account holder inquiries. The ideal candidate thrives in a fast-paced, growth environment while operating within regulatory boundaries, and brings banking industry experience along with strong communication and problem-solving skills. Essential responsibilities include researching, analyzing, and, where appropriate, resolving customer needs within banking guidelines.

What You’ll Do

• Independently answers inbound messages from customers and non-customers, using sound judgment to respond to phone calls, emails, chats, and other communication channels used by the bank, including inquiries from direct customer deposit and loan clients, embedded clients’ end users, and merchant acquiring clients and merchants.
• Works closely with the bank’s contact management platforms to update emails, chat cases, and other required information to reflect appropriate status.
• Initiates and follows up on internal tickets to obtain information from subject matter experts, such as Operations, to complete the customer inquiry journey.
• Escalates complex questions or dissatisfied callers to senior team members for guidance.
• Completes outbound callbacks for items not resolved on first contact, wire callbacks following documented procedures and scripts, and occasional surveys following documented procedures and scripts.
• Creates and maintains knowledge base articles based on common customer questions.
• Follows step-by-step troubleshooting guides to research and resolve customer issues, and escalates when appropriate.
• Performs additional duties and responsibilities as assigned, according to the needs of the bank.

Competencies

• Telephone support: strong telephone and interpersonal skills, problem-solving skills, and the ability to provide excellent service in a fast-paced environment.
• Computer skills: proficient computer navigation skills; contact center platform experience is a plus.
• Composure: ability to handle high-stress situations and escalates problems where appropriate.

Qualifications

• Two or more years of experience within the financial or banking industry.
• Ability to research, comprehend, and relay important information.
• Effective oral and written communication skills.
• Must be detail oriented.
• Ability to work independently and as part of a team.
• Ability to manage difficult customer interactions effectively.
• Ability to work through problems involving multiple facets and variables in non-standardized situations.
• High school diploma required; secondary education degree preferred.

Location / Work Arrangement

Nashville, Tennessee – On-site (Corporate Headquarters). This position requires full-time in-office presence.Monday - Friday 8am-5PM CST

Physical Requirements and Accommodations

The employee must be able to perform the essential functions of this position. If requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the Americans with Disabilities Act (“ADA”).

Equal Employment Opportunity

Thread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business need.