Customer Support Specialist

Overview

The position of Customer Support Specialist provides for efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other approved avenues. The role aims for first call resolution for retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products. Service support includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed.

Potential cross-sell opportunities should be identified and referred to higher level Customer Support Specialists. Incoming calls are from customers in multiple states. The incumbent should be customer service oriented, a fast learner, and able to work in a fast-paced environment while handling confidential information.

Schedule:

Monday - Friday 11am - 8pm. Flexible to work one or two Saturdays a month and holidays as needed. Training

Schedule:

Monday - Friday 9am-6pm (Training is for five weeks).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers all retail and some basic commercial customer phone inquiries including, but not limited to: account inquiries; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
• Returns customer phone messages from after hours.
• Performs account transactions including, but not limited to: payments and transfers.
• Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
• Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval; basic system training;
  Mobile Deposit enrollment/check deposit;
  Bill Pay enrollment/payment processing; e-Statement enrollment; external transfers; personal financial management tools and overall troubleshooting.
• Assists customers with Debit Card inquiries including, but not limited to: new/replacement/existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes.
• Researches and responds to secure/unsecure customer messages.
• Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to customer service. Keeps abreast of bank-wide changes and communicates the impact to customers.
• Provide, present and promote Service Excellence to all external and internal customers.
• Completes training as assigned.
• Completes annual compliance courses.
• Adheres to all corporate policies and procedures, as well as Federal and State regulations and laws including the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of Service Excellence standards.
• Performs other duties as required.

Knowledge & Experience
:
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.

• High school diploma or GED; or the equivalent combination of education and experience. Work-related experience should consist of duties in a business environment. Educational experience should be business or financial industry related.
• Intermediate knowledge of bank operations, products and services; related state and federal laws and regulations, and other bank operational policies and procedures.
• Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs.
• Exc…