Customer Support Specialist

About The Role

Come join our amazing team as a Customer Support Representative. The position is responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.

Weekends off!

• Have extensive contact with customers, the general public and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance overall efficiency and image of the bank
• Answer incoming telephone inquiries, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service
• Correctly and efficiently transfer calls to outside offices and staff members
• Process telephone transfer requests, check orders, stop payments, debit card maintenance
• Provide customer service on ACH and ATM inquiries and disputes, online banking inquiries and resets, loan payments
• Provide statement printouts and check copy requests
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards; and lending products such as consumer loans and HELOCs
• Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell‑A‑Friend
• Proper usage of Jack Henry as well as other supported systems i.e. Pass Port, Netteller, 4
  
  Sight, Synergy, Power Link, FI Management, RSA
• Provide viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge
• Basic knowledge of compliance and regulatory issues; must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date
• Other miscellaneous duties as assigned
• Regular and predictable attendance to accomplish job duties to provide in‑person contact

• Previous bank experience preferred
• High School Diploma or equivalent GED

• Excellent customer service skills
• Must have the ability to work quickly and accurately in a professional manner
• Provides leadership by setting the example for his/her coworkers to follow
• Knowledge of bank services and products
• Familiar with 10 key, phone system and computer keyboard

Must be able to routinely perform work indoors in climate‑controlled shared work area with moderate noise level.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6‑8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include:
Sedentary work.…