Role Description We’re looking for a Virtual Receptionist who will be the first line of defense for all incoming phone calls through our main phone number. You will expertly route phone calls and answer simple customer inquiries with a smile and a first impression that leaves nothing to be desired. What You’ll Contribute as a Virtual Receptionist - Masterfully Route Calls: - Efficiently and expertly answer all incoming phone calls through our main phone number. - Handle simple inquiries like account balance checks and route more substantial requests to the appropriate team members. - Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor. - Keep Call Backlogs at Bay: - Keep call times to a minimum while providing incredible service to our customers. - Utilize your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure. - Smoothly answer all calls and prevent call backlogs at all costs; avoid calls going to voicemails. - Champion Our Mission, Protect What Matters: - Embody a commitment to social, economic, environmental, and racial justice. - Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. - Apply curiosity and interest in our core values and pursue education related to sustainability practices. - Recognize the importance of protecting the organization and our customers. - Question suspicious activity and stay in close collaboration with our Compliance department. - Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training. What You’ll Leverage in this Role - Your Service Obsession: You’re a natural at making people feel heard, valued, and supported. - Entrepreneurial Self-Starter Mentality: You take charge of your work product and take pride in delivering consistently great and measurable results. - Master Communicator: You’re a miracle worker on the phone, warm, concise, and professional. - Banking & Fintech Acumen: You understand banking or have the ability and curiosity to quickly attain such knowledge. - Tech-Forward and Analytical Thinking: You learn new tools quickly and leverage technology to optimize your work process. - Your Organization & Efficiency Guru Status: You manage your time like a pro, stay focused under pressure, and keep your workflow humming. - Commitment to Being a Team Player: You lift others up, share ideas, and bring positive energy to everything you do. What to Expect from Your Physical Environment - Remote role within the United States; Eastern Standard Hours. - Occasional U.S. travel for company events. - Sustained standing and sitting. - Frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor. - Occasional lifting up to 20 lbs. Equal Opportunity Statement At Climate First Bank we truly believe that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. Diversity and inclusion are at the core of our values and mission. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. E-Verify Statement This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Role Description We’re seeking an SVP, Director of Customer Experience to lead the design, buildout, and leadership of a fully remote customer support department developed from the ground up. You’ll own customer support strategy, infrastructure, staffing, technology, performance management, and experience outcomes across all support channels. You’ll create a scalable, compliant, and high-performing remote-first call center that delivers consistent and exceptional customer experiences while supporting company growth, brand values, and operational efficiency. Qualifications - Bachelor’s degree required; advanced degree preferred. - 10+ years of progressive customer support or call center leadership experience, including senior-level responsibility. - Experience in regulated or service-intensive industries such as financial services, healthcare, utilities preferred. Requirements - Design & execute enterprise-wide customer support strategies aligned with organizational growth, service standards, & customer experience objectives. - Build remote call center structures, staffing models, operating hours, & escalation frameworks. - Own customer support function & provide regular insights & performance reporting to executive team & Board as needed. - Establish core operational components. - Define & implement standard operating procedures for all interaction scenarios. - Ensure seamless handoffs between customer support & other departments. - Set up & optimize call center & customer engagement technology. - Partner with internal teams to ensure secure remote work environments, business continuity & disaster recovery readiness, reliability & scalability. - Lead recruitment, onboarding, & development of all customer experience staff & leaders. - Build a performance-driven, customer-centric remote culture with clear expectations, accountability, coaching, leadership development, & succession planning. - Define & manage key performance indicators and service-level targets. - Use data & analytics to optimize performance, staffing models, workflows & customer experience. - Ensure customer support operations adhere to all applicable regulatory, legal, & compliance requirements. - Implement strong controls around customer communications, data privacy, recordkeeping, & complaint management. - Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training. - Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. Benefits - Compensation: In addition to the base salary, this position may be eligible for an annual bonus, incentives and equity. - Health Coverage: 100% employer-paid for employees; employer contribution for dependents. - Medical, Dental & Vision Insurance. - Health Savings Account (HSA). - Free Telemedicine access via Teladoc. - 401(k) with 6% Employer Match — No Vesting Period. - Employee Stock Options. - Exclusive Employee Banking Perks. - 0% Financing for Employee Solar Loans. - Employee Only Mortgage Product with exclusive interest rates and terms. - 0% Financing for Eligible Electric Vehicles (EVs). - Referral Incentives. - Generous Paid Time Off: 2–4 Weeks of Vacation based on officer level plus additional tenure-based time. - 64 Hours of Paid Sick Time for all full-time employees. - Company-Paid Life Insurance. - Short- & Long-Term Disability Insurance. - Voluntary Life, Accident & Critical Illness Coverage. - Employee Assistance Program (EAP) with free counseling, legal, and financial services.

Role Description We are seeking a customer-focused Customer Support Payment Specialist. This role is responsible for managing TopsPay Premier accounts while leading TopsPay Premier onboarding and driving successful customer adoption. It serves as a key point of contact for clients, ensuring service standards are met and customers are set up for long-term success. Areas of Accountability: - Lead and execute onboarding Premier projects - Manage TopsPay Premier accounts - Uphold TopsPay Premier service standards - Support the training team in developing new team members’ software proficiency - Deliver online training to new and existing clients in a 1:1 & group training setting for Premier and TopsPay Services - Assist cross-functional Services team in new client service activation and configuration as needed - Create curriculum: training documentation & videos for TopsPay Premier - Access client data & offer recommendations for better workflows - Cross sell integrated services - Escalate Feature Requests as needed - Collaborate with cross functional Tops teams for new training - Work with leaders to evaluate & improve onboarding workflows for efficiency & customer experience improvements - On occasion, a willingness to travel to tradeshows, events, or on-site customer onboarding How Success is Measured - CSAT (Onboarding Satisfaction): ≥95% positive feedback - Monitor and uphold SLA commitments to ensure timely service delivery - Time-to-Value: Customers fully trained and launched in ≤45 days Qualifications - Bachelor’s degree preferred, or equivalent combination of education and work experience - 2 years Orthodontic experience preferred - 2+ years with SaaS platforms preferred - 2+ years with Dental software customer support preferred - Ability to train and transfer knowledge - Strong team player with excellent work ethic and ability to work remotely with remote team - Self-motivated approach, with a strong desire to grow as a leader - Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team - Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion with a proactive approach - Demonstrates strong documentation skills with the ability to create clear, accurate, and organized records, guides, and process notes to support onboarding and team continuity Benefits - Comprehensive health, dental, and vision coverage options - Wellness benefits that support lifestyle, behavioral health, and overall wellbeing - Flexible paid time off, sick time, and 10 company-paid holidays - 401(k) plan with company match to help you build your future - Culture Committee driving initiatives that spark connection, fun, and belonging - A workplace powered by innovation, collaboration, and energy every day

Role Description We’re seeking a Customer Service Representative to join our Customer Service team. You’ll be one of our front faces of the Bank and the first line of defense for callers and incoming email requests from customers. Handling all incoming calls to the main phone line with resourcefulness, urgency and most importantly exceptional customer service will provide meaningful support to our branches and will serve as an extension of our in-branch services. You’ll be empowered to promote Climate First Bank’s full suite of products and services, while ensuring compliance, accuracy, and a customer-first mindset in every interaction. What You’ll Contribute - You ARE Climate First Bank: Embody our mission and business principles and keep your customers coming back for more. - Expertly answer customer questions, liaising with other teams/departments, if necessary, while owning the external communication to the customer. - Leverage your exceptional knowledge of our products and services to consult callers, make product recommendations or refer them to the appropriate resources within the Bank. Exceptional Service - Efficiently and expertly answer all incoming phone calls through our main phone number. - Handle account maintenance requests, answer product or rate questions and resolve simple troubleshooting requests. - Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor. - Keep call times to a minimum while providing incredible service to our customers by utilizing your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure. - Monitor the main info email inbox and respond to all inquiries timely and professionally. - Prevent call backlogs at all costs; avoid calls going to voicemails and return all voicemails before end of day. Champion Our Mission, Protect What Matters - Embody a commitment to social, economic, environmental, and racial justice. - Apply curiosity and interest in our core values and pursue education related to sustainability practices. - Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. - Recognize the importance of protecting the organization and our customers. - Question suspicious activity and stay in close collaboration with our Compliance department to ensure proper investigation and processing of potentially fraudulent activity. - Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training. Qualifications - Prior experience in customer service or sales. Banking experience preferred. Retail or sales environment acceptable. - Strong sales instincts and knowledge of consultative sales techniques. - Service Obsession: You’re a natural at making people feel heard, valued, and supported. - Entrepreneurial Self-Starter: You take charge of your work product and take pride in delivering consistently great and measurable results. - Organization & Efficiency: You manage your time like a pro, stay focused under pressure, and keep your workflow humming. - Master Communicator: You communicate with confidence, precision, and professionalism. - Banking & Fintech Acumen: You are highly educated in financial products and services, applicable regulations and laws. - Tech-Forward and Analytical Thinking: You learn new tools quickly and leverage technology to create efficiencies. - Commitment to Being a Team Player: You lift others up, share ideas, and bring positive energy to everything you do. Work Environment - Remote role within the United States; Eastern Standard Hours. - Occasional U.S. travel for company events. - Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance. - Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs. Equal Opportunity Statement At Climate First Bank we truly believe that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. Diversity and inclusion are at the core of our values and mission. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.