Customer Support Lead

Customer Support Lead I

Come to work for a company you can be proud to work for...and enjoy fantastic, comprehensive benefits.

The hiring range for this opportunity is $20.50 to $26.00 along with incentive opportunities, creating a competitive total compensation package based on our pay scale, and may be modified by location and is commensurate with qualifications and experience.

Customer Support Leads are experts in our offerings, delivering next-level Service with Solutions to our customers both internal and external. They're able to troubleshoot and solve complex problems related to debit cards, credit cards, online banking, deposit accounts, loans and more. When a customer needs to speak to the next level of authority, Leads are there to help. Leads own escalated issues, they listen with empathy, find creative solutions, explore potential exceptions with leadership and follow up to ensure complete satisfactory resolution.

Leads are assigned to manage a variety of other tasks related to keeping our business running. They score calls for quality assurance and are proficient in using Salesforce and Microsoft 365 to work an ongoing pipeline of service requests. When communicating with internal or external customers via phone, email, or chat. Leads work hard to maintain the company's culture and remind people why they do business with a community bank.

• Provides top-tier customer support by phone, email, and chat. Responsible for finding solutions to issues that can't be solved through our agents or branch employees. Experts in our products and services and effectively identify, diagnose, troubleshoot, and solve problems. Follow up as needed to ensure complete resolution to all issues presented.
• Owns escalated issues. Responsible for serving as the next level of support for customers who need to work with a higher level of authority to solve their concerns. Professional communication and strong business acumen are a necessity to handle these cases, as well as expertise in our offerings to understand completely how to address the situation. Prioritizes policies and procedures of the bank but are also able to find unique solutions and work with management to determine the best course of action.
• Keeping the business running by working a pipeline of service requests and reviewing interactions to ensure quality. Responsible for the timely handling of service requests presented via phone, chat, email, or other platforms, and they're able to multitask between multiple systems. Coordinate as a team to ensure all channels of support are always covered and responded to promptly. Review and score Agent's interactions for quality assurance and can communicate with supervisors about any lapses identified.

• Maintains and grows an extensive knowledge base. Learning and educating team members on the bank's products, services, policies, procedures, and systems. As well as learning about relevant industry regulations and adapting rapidly to changes and new offerings.

• Maintains a current understanding of Bank policies and procedures in compliance with all federal and state laws, including but not limited to Bank Secrecy Act (SARs, CIP, OFAC), Information Security (GLBA), Identity Theft Red Flags, Financial Elder Abuse Reporting, and any other applicable regulations that may be specific to your job duties.

• Upholding security and confidentiality. Strictly follows policies and procedures to protect private information and finances. Identify potential exception situations and collaborate with leadership on creative solutions.

• Using technology to enhance our humanity. Help our customers leverage tech solutions to save them time and money. Use systems like our Salesforce customer relationship platform to grow relationships and communicate more effectively.

• Helping as needed. Leads help keep the business running by assisting with other duties as assigned, including customer messaging, data entry, reports, and other tasks.

• A minimum of six months of contact center or financial services experience preferred.

• Proficiency in technology…