Customer Service Support Specialist II

Customer Support Specialist II

Mountain West Bank is seeking a Customer Support Specialist II. The Customer Support Specialist provides best in class customer service to our customers, branches, and departments while consistently following the bank's customer service standards. Provides technical expertise and support regarding online/mobile banking products. Listens with intent to understand the customer's needs and ensure their expectations have been met with every interaction.

Embodies a customer-first mindset. Regular and predictable attendance is an essential function of this job.

This is a full-time, 37 hour a week position located in either beautiful downtown Coeur Alene, or lovely Meridian,  be available between the hours of 7:00AM and 5:00PM Monday through Thursday, 7:00AM - 6:00PM Friday and from 8:00AM to 1:00PM on Saturdays. The position is hourly and the rate of pay depends on experience.

Duties And Responsibilities:

• Upholds and actively promotes the bank's core beliefs, core values, and customer service standards, collectively known as "Our Compass."
• Provides exceptional customer service while displaying genuine enthusiasm, empathy, and compassion. Ensures each and every customer interaction adheres to our customer service standards.
• Assists our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc. while maintaining strict confidentiality of customer financial information.
• Responsible for ensuring all written customer correspondence is grammatically accurate using professional language.
• Provide technical support for more complex products, such as, but not limited to online banking, Zelle, bill-pay, and Quicken/Quick Books.
• Provide general support of treasury management products, referring to an expert when needed.
• Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order checks.
• Orders new ATM/Debit cards and reissues replacement cards upon request.
• Resets passwords and unlocks online banking users.
• Prepares and submits ACH and Debit Card disputes.
• Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate.
• Ensures compliance with all policies and procedures, including properly identifying customers.
• 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.

About You

Position Requirements:

• High school diploma or equivalent.
• Two years' experience in a call center or customer service environment.
• Minimum 6 months previous banking experience
• Embodies a customer-first mindset with genuine enthusiasm for assisting customers.
• Demonstrates clear communication and top-notch customer service skills via phone, email, and chat.
• Ability to maintain a heavy volume of correspondence.
• Excellent written and grammatical skills.
• Impeccable manners.
• Ability to maintain strict confidentiality.
• Strong organizational skills.

Preferred Knowledge,

Skills and Abilities

:

• Knowledge of Jack Henry Systems.
• Good understanding of banking regulations and compliance.
• Tech Xpert Certification.

Work Environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.

Physical Demands: 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. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Specific vision abilities required by this job include:
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and…