Customer Support Specialist

WHO WE ARE

At Green Way Bank, we believe banking is about more than transactions—it’s about relationships, trust, and making a meaningful impact in the communities we serve.

Green Way Bank was founded in 1889 and has built a long tradition of serving customers with personalized service and local decision-making. Today, we proudly serve Van Wert, Fort Wayne, and the surrounding communities, combining the strengths of a community bank with the innovative mindset and capabilities needed to grow into the future. We are passionate about helping individuals, businesses, and communities thrive while staying true to the values that have guided us for generations.

Our Green Way Bank culture is rooted in our C.A.R.I.N.G. Core Values:

• Community – Serve to strengthen where we work and play
• Accountability – Own our actions and follow through with excellence
• Respect – Actively listen, value every voice, and collaborate for success
• Integrity – Do what is right, always
• Innovation – Create, improve, and enhance continuously
• Grit – Do what is needed, not what is easy

At Green Way Bank, we are driven by exceptional service, meaningful relationships, and a commitment to enriching the lives of everyone we serve. We honor our history, embrace innovation, and invest in people who want to make a difference alongside us.

The Customer Support Specialist owns the customer experience by serving as the primary point of contact for customers and frontline staff through in‑person service, phone, email, chat, account servicing, digital banking support, and issue resolution. As part of Green Way Bank’s centralized Customer Support team, this position delivers exceptional service by providing timely, accurate, and professional support while building trusted relationships with customers and internal partners.

The Customer Support Specialist performs a broad range of customer support responsibilities, including opening new accounts, servicing deposit accounts, supporting digital banking platforms, resolving customer inquiries, researching issues, processing account maintenance requests, and assisting customers with banking products and services. This position serves as the trusted customer support resource by partnering with customers and business partners across the organization—including Retail Banking, Branches, Bank Operations, Business Solutions, Commercial Loan Operations, Commercial Banking, Mortgage, Treasury, and other support areas—to resolve issues, answer questions, coordinate solutions, and ensure a seamless customer experience.

Success in this role requires a passion for customer service, strong communication skills, sound judgment, attention to detail, adaptability, and a commitment to building relationships while delivering accurate, responsive, and solution‑oriented support.

• Delivers exceptional customer service by serving as a primary point of contact for customers through in‑person interactions, telephone, email, chat, secure messaging, and other communication channels.
• Builds trusted relationships with customers by understanding their financial needs and providing knowledgeable, responsive, and professional support.
• Serves as a primary resource for customer account servicing, issue resolution, and ongoing relationship management.
• Opens new consumer and business deposit accounts in accordance with established policies, procedures, regulatory requirements, and service standards.
• Manages online account applications, ensuring timely follow‑up, accurate processing, and an exceptional onboarding experience.
• Educates customers on Green Way Bank’s products, services, digital banking tools, and self‑service resources to promote confidence and successful banking relationships.

• Researches and resolves customer questions, account concerns, and service requests while maintaining a high level of professionalism and responsiveness.
• Provides support for digital banking platforms, including online banking, mobile banking, electronic services, authentication, and related customer inquiries.
• Processes account…