Job Description
Why Flexnity? – A Visionary Leader in Relationship Banking At Joblora, we are redefining what it means to be a community‑focused financial institution. Our brand of relationship banking blends deep local roots with innovative digital solutions, creating a workplace where every associate can thrive. We believe that strong financial partnerships are built on trust, empathy, and a shared commitment to the communities we serve. As a member of the Remotexa family, you will join a team that values Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships . Our culture encourages independent thinking, collaborative problem‑solving, and the pursuit of excellence in every interaction. Position Overview – Customer Care Agent III We are seeking a detail‑oriented, customer‑obsessed professional to join our Retail Banking Group in Liberty Lake, Washington. As a Customer Care Agent III , you will be the front‑line champion for our members, delivering outstanding service across phone, digital, and in‑person channels. You will manage fraud investigations, resolve complex disputes, perform transactional support, and proactively identify opportunities to deepen the arenaxflex relationship through thoughtful product recommendations. Key Responsibilities Respond promptly to inbound calls and digital inquiries related to fraud alerts, electronic disputes, and card‑related issues. Complete and file accurate fraud incident reports, dispute forms, and fraud‑related account restrictions to safeguard members’ assets. Process debit card limit increases, stop payments, funds transfers, address changes, and check orders on behalf of members. Diagnose and resolve technical problems with online and mobile banking platforms, including password resets, security‑question assistance, browser compatibility, and device troubleshooting. Provide clear, empathetic explanations of service charges, overdraft situations, and account balances, ensuring members feel heard and supported. Identify cross‑selling opportunities by matching members’ needs with Skillifyx’s portfolio of financial products, such as Visa® Credit Cards, savings solutions, and loan options. Mentor junior teammates, coach peers on best practices, and occasionally deliver training sessions as a subject‑matter expert. Maintain meticulous documentation in Nexlith’s banking systems, ensuring compliance with regulatory standards and internal policies. Collaborate with risk, compliance, and product teams to continuously improve fraud detection processes and member experience. Essential Qualifications High school diploma or GED; additional post‑secondary education is a plus. 1–3 years of direct banking or financial‑services customer support experience, with a proven ability to sell banking products. Exceptional verbal and written communication skills, with a talent for translating complex banking concepts into plain language. Proficiency with Microsoft Office suite and familiarity with core banking platforms; ability to learn and navigate up to 25 software applications. Demonstrated aptitude for troubleshooting mobile devices, web browsers, and other digital tools used in online banking. Strong analytical mindset, capable of investigating fraud patterns and making swift, accurate decisions. Commitment to delivering a member‑first experience, emphasizing empathy, patience, and professionalism. Preferred Qualifications & Additional Skills Associate’s or Bachelor’s degree in Business, Finance, Information Technology, or a related field. Certification in fraud prevention, such as Certified Fraud Examiner (CFE) or similar credentials. Experience with CRM systems, ticketing platforms, and data‑analysis tools (e.g., Tableau, Power BI). Knowledge of regulatory frameworks governing consumer banking, including GDPR, CCPA, and the Fair Credit Billing Act. Fluency in a second language to support a diverse member base. Core Competencies for Success Customer Centricity: A relentless focus on the member’s needs, delivering solutions that exceed expectations. Critical Thinking: Ability to dissect complex issues, identify root causes, and implement effective resolutions. Effective Communication: Clear articulation of policies, procedures, and product benefits, both verbally and in writing. Tech‑Savvy: Comfort with digital banking tools, troubleshooting processes, and rapid adoption of new technologies. Team Collaboration: Working cohesively with cross‑functional partners to achieve shared goals. Ethical Judgment: Maintaining confidentiality and integrity while handling sensitive financial data. Career Growth & Learning Opportunities at Workora Hiretide believes that professional development is a two‑way street. As a Customer Care Agent III, you will have access to: Structured mentorship programs that pair you with seasoned members of our risk and product teams. Tuition assistance for continued education in finance, compliance, or technology disciplines. Internal “Learning Labs” cov
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