Customer Relationship Specialist

First Mutual Holding Company; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading financial services company is seeking a Customer Relationship Specialist to assist callers with account information and cross-sell banking products. This full-time role involves providing exceptional customer service, documenting interactions, and facilitating new account openings. The ideal candidate will have a background in customer service and banking, with strong communication and organizational skills. Join a dedicated team focused on supporting mutual banks and their communities.

Qualifications

• Minimum of 2 years of banking experience required.
• Customer service experience is required.

Responsibilities

• Provides information and resolves problems for customers.
• Cross-sells products to existing customers.
• Documents all customer contacts into the CRM system.

Skills

Accountability

Active Listening

Communication

Critical Thinking

Service Orientation

Education

High School Diploma

Bachelor's degree

Tools

MS Office

EasyLender

Cleartouch

OnBase

Job description

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Job Type: Full-time

Description

The Customer Relationship Specialist assists callers with account information and cross-sells banking products and services. First Mutual Holding Co. (FMHC) is a member-owned holding company dedicated to supporting the growth and operational needs of mutual banks to serve their communities. We hire remotely only in areas where we currently operate, including Ohio, Kentucky, Virginia, West Virginia, Michigan, Pennsylvania, and Indiana.

Requirements

Duties and Responsibilities:

1. Provides information and resolves problems for customers and non-customers via various channels by accessing account and product information.
2. Facilitates first contact answers and solutions for in-depth customer questions and issues; follows up on requests.
3. Responds to and follows up on emails sent to the bank's general information email address.
4. Documents all customer contacts (phone, voicemail, email, etc.) into the CRM system.
5. Knowledgeable of all First Federal Lakewood products.
6. Cross-sells products to existing customers by assessing their total relationship and recommending new products/services; encourages new relationships with non-customers and facilitates new account openings.
7. Assists branches with opening procedures related to branch security.
8. Performs other duties as required.

Necessary Competencies:

• Accountability
• Active Listening
• Coachability
• Communication
• Composure
• Critical Thinking
• Organizational Savvy
• Service Orientation
• Technical Expertise

Experience in sales is preferred. Customer service experience is required. Experience in financial services or banking is preferred. Proficiency in typing and ten-key is required. Familiarity with MS Office (Outlook, Excel, Word) is required. Experience with EasyLender, Cleartouch, OnBase, and various government and investor software/web portals is preferred.

Education and Experience

• High School Diploma or equivalent required; Bachelor's degree preferred or equivalent experience.
• Minimum of 2 years of banking experience required.

Physical Environment

This position is performed in an office setting, five days a week, with typical hours from 8:00 am to 6:00 pm Monday through Friday and 9:00 am to 2:00 pm on Saturday. The employee must occasionally lift/move up to 25 pounds and perform duties that require walking, standing, sitting, bending, reaching, climbing, pushing/pulling, and using hands and arms. A reliable internet connection is necessary for remote work. The noise level is usually quiet to moderate.