Customer Support Associate Jobs in Norwalk, CT (NOW HIRING)

About Bankwell:

Bankwell is a commercial bank with over $3 billion in assets, specializing in delivering personalized, technology-driven banking solutions to businesses and individuals. We are committed to providing exceptional service through dedicated Private Client Teams, which are practice-orientated groups of experienced financial professionals focused on ensuring our clients are well-banked.

Our organizational culture emphasizes personal development and continuous innovation across all business lines. These core values empower our team members to offer comprehensive financial products and deliver tailored solutions to specialized industry sectors with speed and precision.

Summary of Position:

The Private Client Group Support Associate supports the Private Client Teams in managing and growing existing customer relationships by offering world class support to our growing PCG client base with urgency, empathy, and a deep understanding of our products and services. The individual is responsible for actively supporting the day-to-day client relationships and communicating the details of such support to the organization via the bank's client relationship management platform CRM). This role offers exposure to relationship management and serves as a potential stepping stone toward advisory, product, or service leadership roles within the bank.

Responsibilities include:

• Client Onboarding & Relationship Support
• Manage digital onboarding workflows for new PCG clients, ensuring accuracy and speed.
• Assist with documentation, account setup, and service implementation.
• Maintain CRM records e.g., HubSpot) to reflect client interactions and service impact.

• Cash & Treasury Solutions Expertise
• Support the delivery and servicing of cash management products such as sweep accounts, zero balance accounts, and EFT systems.
• Conduct annual reviews of treasury services and recommend funding limits to ensure compliance.

• Client-Focused Communication
• Serve as a primary point of contact for client inquiries across digital banking, card services, and transactions.
• Communicate clearly and empathetically to resolve issues and maintain satisfaction.
• Follow up with clients and internal teams to collect necessary documentation for new accounts or services.

• Cross-Functional Collaboration
• Partner with internal teams (risk, compliance, operations) to deliver integrated client solutions.
• Escalate fraud, security, or compliance concerns per policy.

• Operational Excellence & SLA Management
• Track and maintain service level agreements and performance metrics.
• Recommend process improvements to enhance efficiency and client experience.

• Product & Policy Knowledge
• Stay current on Bankwell's products, services, and regulatory requirements.
• Adhere to internal policies and procedures in all client interactions.

Qualifications & Skills:

• 3-5 years of commercial banking or client service experience.
• Strong interpersonal skills and a collaborative mindset.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); familiarity with HubSpot is a plus.
• Exceptional attention to detail and organizational skills.
• Ability to thrive under pressure and meet tight deadlines.
• Excellent written and verbal communication.
• Adheres to all applicable Policies and Procedures
• Bachelor's degree preferred

Job Classification:
Full-Time, Non-Exempt

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks assigned by supervisory personnel, regardless of job titles or routine job duties.

Bankwell is committed to a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee on the basis of race, color, religion, sex, sexual orientation, national origin or ancestry, age, physical or mental disability, veteran or military status, marital status, or any other legally recognized protected basis under federal, state or local laws.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of Americans with Disabilities Act and certain other state or local laws. Please inform Bankwell’s Human Resources representative if you need assistance completing any forms or to otherwise participate in the application process.

All employees are responsible for complying with banking regulations that apply to Bankwell. This includes, but is not limited to, adhering to the BSA and various consumer protection regulations, and complying with OFAC sanctions. Employees are required to complete compliance training and follow policies and procedures for applicable regulations based on their role. An employee’s failure to comply with banking regulations will be individually reviewed and assessed. The result of non-compliance may impact job performance ratings and may be serious enough to require termination of employment.