Customer Support Specialist

Position Summary

Responsible for providing first-level customer support through the Customer Service Center / Helpdesk by receiving inbound calls through the bank's 800-number and assisting customers with consumer online banking, mobile banking, debit card inquiries, deposit account servicing, password resets, general customer questions, and simple business online and mobile banking access issues. This position resolves first-contact issues whenever possible, educates clients on available self-service options, supports consumer support activity tracking, and triages more complex business banking or treasury-related requests to the appropriate higher level of support.

The role may provide initial support for Remote Deposit Capture, basic treasury management servicing, user entitlement maintenance, and token distribution under established procedures and escalation guidelines.

• Receive and respond to inbound customer calls through the bank's 800-number and provide professional, courteous, and accurate first-level support through the Customer Service Center / Helpdesk.
• Assist customers with consumer online banking and mobile banking questions, access issues, navigation support, password resets, enrollment assistance, and general troubleshooting.
• Respond to debit card inquiries, including general card support, card access questions, transaction inquiries, card servicing requests, and appropriate escalation of unresolved or risk-related matters.
• Provide deposit account servicing support for consumer and less complex business customers, including general account questions, account maintenance requests, transaction research, statement or document questions, and routine service needs.
• Assist business customers with basic online banking and mobile banking inquiries, access issues, password resets, user access questions, and routine troubleshooting within established procedures.
• Provide initial support for business banking services, including Remote Deposit Capture questions, basic treasury management servicing, basic entitlement maintenance, and token distribution, escalating complex requests to the appropriate support tier.
• Triage treasury-related requests by gathering required information, documenting the customer need, attempting basic troubleshooting where appropriate, and providing a smooth handoff to Treasury Management, Business Support, Deposit Operations, Technology, Fraud/Risk, or other higher-level support teams.
• Resolve first-contact customer issues whenever possible while recognizing when escalation is required based on complexity, risk, authority level, or procedure.
• Educate clients on available self-service options, including online banking, mobile banking, password reset tools, debit card controls, digital statements, account alerts, and other customer-facing service channels.
• Support creation and maintenance of dashboards or reporting used to track consumer support activity, call drivers, issue trends, online banking support volume, escalation volume, and service opportunities.
• Maintain accurate customer interaction notes, service requests, follow-up items, and supporting documentation in accordance with bank procedures.
• Perform other duties as assigned based on business needs, including customer service support, special projects, process improvement, and documentation support.

• Required Experience:
  
  One or more years of customer service, call center, branch banking, helpdesk, deposit operations, or related financial services experience preferred.
• Preferred Experience:
  
  Experience supporting consumer online banking, mobile banking, debit cards, deposit accounts, password resets, or basic business online banking services.
• Required
  
  Education:
  
  High school diploma or equivalent required; additional banking, customer service, or technical support training preferred.

• Knowledge of consumer banking services, deposit accounts, online banking, mobile banking, debit card servicing, and routine account maintenance practices.
• Basic understanding of business online banking services, Remote Deposit Capture, user access, token distribution, and treasury management servicing concepts preferred.
• Ability to provide a professional, patient, and customer-focused experience while handling inbound telephone calls and helpdesk-style support requests.
• Strong verbal communication skills with the ability to explain digital banking, debit card, deposit account, and self-service options clearly to…