Customer Support Specialist

The Customer Support Specialist works to identify solutions and support for all Bank customers regarding all Bank products and services via phone, internet or other electronic means. This role is responsible for assessing needs and determining appropriate actions (i.e. stop payment, ATM maintenance, funds transfers, research, etc.) for customer inquiries. The Customer Support Specialist will provide basic guidance for Online Banking.

This role ultimately resolves basic problems independently and will partner with supervisor on more complex problems.

• Responsible for maintaining a professional demeanor and always adhering to First Northern Bank’s Telephone Etiquette Standards
• Respond to customer inquiries through multiple platforms regarding the full range of customer transactions, banking products and services, account status and card status
• Process all stop payments, funds transfers, check orders, Telebank access, and service charges fees/refunds for customers over the phone and through Online Banking
• Review issues, perform research, and initiate resolutions within established guidelines
• Inform customers of resolutions in a timely manner
• Advise supervisor of irregular or recurring problems and makes recommendations to improve the service provided
• Follow established Bank policies, procedures, and guidelines for transaction processing and customer service
• Protect the Bank’s assets/income and maintain the confidentiality of customer information
• Responsible for promoting the Bank’s philosophy of excellent customer service
• Maintain current knowledge of Bank regulations; ensure compliance with all federal, state and Bank policies, procedures and regulations

• Adaptability – ability to adapt to changes in the work environment while maintaining effectiveness, manage competing demands, and ability to change your approach or method to best fit the situation
• Attendance/punctuality – consistently at work and on time
• 2 years of financial services, call center or customer service experience required

• Full‑time position with excellent compensation and benefits package
• Generous time off programs
• Profit‑sharing
• Discounted stock purchase program
• Excellent growth and development opportunities
• And much more!

The purpose of this job description is to provide a summary of duties related to the position. It is not intended to be all-inclusive. The employee will perform other reasonable business duties as assigned by supervisor or other management.

First Northern Bank does not discriminate based on race, color, religions, sex, gender identity, age, national origin, marital status, pregnancy, disability, or any other protected status.

The duties outlined in this description are subject to modification or change by the organization, at any time, with or without notice.