Customer Service Support Specialist

Customer Support Specialist

Mountain West Bank is seeking a part-time Customer Support Specialist, the position can be located in either Coeur d'Alene, or Meridian, Idaho!

The Customer Support Specialist position is perfect for individuals who love helping customers, solving problems, and working in an office environment with a fabulous team. As a Customer Support Specialist, you will support Mountain West Bank's mission to deliver exceptional customer experiences. This position 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.

This role offers comprehensive training, competitive benefits and growth opportunities, as well as the opportunity to make a difference with every customer interaction.

This position is designed for individuals with a minimum of one year's excellent customer service experience who embody a customer-first mindset with genuine enthusiasm. We are seeking applicants who demonstrate clear communication, provide top-notch customer service skills, have impeccable manners, and possess excellent written and grammatical skills.

The Customer Support Specialist I role offers skills in retail banking and customer service. Career growth includes roles such as Customer Support Specialist II, Customer Support Team Lead, Customer Support Supervisor, Customer Support Manager and many more!

This is a part-time 20 to 25 hours per week position. Candidates must have availability from 10AM - 2PM Monday-Friday and 8am to 1pm on Saturday. Minimum $17.81 + DOE – (Depending on previous experience)

DUTIES AND RESPONSIBILITIES:

• Supports our community through department fundraising activities or volunteering during bank sponsored events.
• 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.
• Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order checks.
• Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate.
• 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.
• 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 REQUIREMENT/

QUALIFICATIONS:

• High school diploma or equivalent.
• Minimum one year customer service 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, SKILL, ABILITY :

• Prior banking experience.
• Knowledge of Jack Henry Systems.
• Good understanding of banking regulations and compliance.
• Previous call center experience.

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…