Customer Support Specialist

Job Overview

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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 delivers first‑call resolution for all retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests and performing routine operational duties as directed.

Incoming calls are received from customers in multiple states. The incumbent should be customer‑service oriented, a fast learner, able to work in a fast‑paced environment and handle extremely confidential information.

Schedule:

Monday – Friday 11am – 8pm. Will need to be flexible to work one or two Saturdays a month and holidays as needed.

Training

Schedule:

Monday – Friday 9am – 6pm (five‑week training).

• Answer all retail and some basic commercial customer phone call inquiries including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals and fee or charge reversals.
• Return customer phone messages after hours.
• Perform account transactions including payments and transfers.
• Assist customers with Telephone Banking inquiries including password resets, basic system training and basic troubleshooting.
• Assist customers with Online Banking inquiries including 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.
• Assist customers with Debit Card inquiries including new/replacement/existing card activations/PIN sets/resets, travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from fraud alerts or lost/stolen cards. Complete customer card transaction disputes.
• Research and respond to secure/unsecure customer messages.
• Serve as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service. Keep abreast of bank‑wide changes and be able to communicate the impact to customers.
• Provide, present and promote Service Excellence to all external and internal customers.
• Complete training as assigned.
• Complete annual compliance courses.
• Adhere specifically to all corporate policies and procedures. Also adhere to Federal and State regulations and laws; including the Bank Secrecy Act and the Anti‑Money Laundering Act.
• Adhere to all levels of our Service Excellence standards.
• Perform other duties as required.

Knowledge & Experience
:
General guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.

• High school diploma or general education degree (GED) or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment. Educational experience through in‑house training sessions, formal school or financial industry related curriculum 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 respond to customers.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web‑based programs and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to…