Customer Support Specialist

Job Description

Resolves financial and non-financial customer inquiries; provides personalized service to meet or exceed clients' time and quality expectations; executes transactions promptly and accurately. Responds to client requests and inquiries by performing the following duties.

• Maintains service level standards established for Customer Support Staff to assure standardization and handles each call according to service standards—call customer by name, offer additional assistance, thank them for their business, etc.
• Logs and supports all inbound calls related to loans, deposits, online banking, cards, ACH, etc.
• Analyzes customer relationships to determine additional needs or products that best fit; develops and strengthens relationships by offering products and services to customers and prospective customers.
• Processes transactions including account-to-account transfers, loan payments, maintenance and research requests.
• Processes customer requests such as check orders, Stop Payments, address changes and other customer information changes.
• Logs and processes maintenance requests such as ATM/Debit Cards, E-Banking, Mobile Banking and Telephone Banking.
• Logs and processes account errors, fraudulent transactions and miscellaneous disputes for deposit and loan accounts; logs Reg E disputes and forwards to Account Services.
• Adds special instructions, notes and customer comments to accounts.
• Handles rate inquiries for deposits.
• Uses "Product Profiles" to handle various requests for all account types and services.
• Provides customer assistance with Consumer Electronic Banking (CeB) related to password resets, login issues, and basic system navigation.
• Provides customer support for CeB & BeB Mobile banking and mobile remote deposit.
• Provides backup support to switchboard.
• Gains clear understanding of bank's service policies, systems and legal compliance regulations, as well as products and services.
• Keeps equipment operational by following established procedures; reports malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or GED; six months to one year of customer service, call center, sales or banking experience.

While performing the duties of this job, the employee is regularly required to talk or hear; frequently required to stand, walk, sit and use hands to finger, handle or feel. Occasionally required to reach, climb, balance, stoop, kneel, crouch or crawl. Must frequently lift/move up to 10 pounds and occasionally lift/move up to 25 pounds. Specific vision abilities required include close vision and ability to adjust focus.

The work environment is a professional banking setting with standard office equipment and digital tools such as secure financial systems, computers, phones, photocopiers, and scanners. The role requires maintaining a high level of professionalism, confidentiality, and attention to detail in all interactions. Work is typically performed in a corporate office setting with a moderate noise level and a collaborative, inclusive workplace.

The role may occasionally require travel.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights.