Customer Resource Specialist

About The Role

Be a Customer Service Rockstar and help us continue our legacy of service excellence! Our Customer Support/Digital Branch Team is the voice of our company, and our strongest champions of our Core Values:
Honesty and Integrity, Service to the Customer, Teamwork, Respect for the Individual, and Giving to the Communities We Serve.

Be an outstanding Customer Resource Specialist that consistently delivers excellent service, support and solutions to our customers. Work in an extremely fast paced, customer‑centric role, that is responsible for handling a significant volume of customer interactions, in a professional, efficient and courteous manner. Promptly respond to customer questions and accurately identify customer needs or underlying issues and provide meaningful solutions on accounts, orders, payments, products, and services.

Accurately complete and maintain related reports, records, files and scanning in a timely manner. Educate customers on our products and services and support all functions within the Customer Support Team.

This position is eligible for medical, dental, vision, paid time off and 401(k). Bank Happy. Work Happy. Right Here.

The salary range for this position is $18.50–$21.00 per hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

• Responsible for the timely, accurate, efficient and professional completion of customer service functions in accordance with department expectations.
  • Answer all calls promptly, within 20 seconds and professionally using BSJ's Service Call Evaluation form as their guide.
  • Take 100% ownership of the call by staying engaged through collaboration and follow‑through until the concern has been resolved.
  • Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
  • Effectively communicate resolution to the customer in a timely and professional manner.
  • Research, document, and resolve errors promptly, accurately, and efficiently.
  • Be knowledgeable on and provide concise and meaningful product information or be able to eloquently explain policies and procedures if applicable to the customer's situation.
  • Accurately provide basic account information of all account types to customers including balances, deposit amounts, check amounts, NSF fees and payment amounts and due dates.
  • Actively and professionally educate customers on BSJ products and services using a needs‑based approach.
  • Perform basic account/system maintenance including stop payments, Internet Banking/Cash Management, telephone banking, verification of deposit, debit cards, hold placement, check orders, account research, debit card and ACH disputes.
• Resolve customer Netteller emails.
  • Quickly and efficiently respond directly to customer inquiries by phone call, secure email, or other BSJ approved method of communication.
  • Forward Netteller emails to appropriate staff in branch locations for resolution and follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Respond promptly to customer voicemails left for the Department.
  • Respond directly to customer by phone or other BSJ approved method of communication.
  • Forward voicemail message to appropriate staff in branch locations for resolution and follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Ensure all emails sent to BSJ Ticket are resolved and worked in a timely manner following company policy and procedures. Tickets should not take precedence over incoming calls unless urgent.
• Serve as a backup for wire processing ensuring that company policy and procedures are followed.
• Maintain a thorough knowledge of policies and procedures in order to work independently or as a team with little direct supervision.
  • Department is spread out geographically and supervisor or other team members may not be in the same location.
  • Use email, instant message and phone calls efficiently to communicate with supervisor and other team…