Banking Customer Support Specialist

Position Title: Customer Contact Center – Inbound Associate

Reports To: Customer Contact Center Inbound Manager or Team Leader - Inbound

Department: Customer Contact Center

FLSA Status: Non-Exempt

Purpose : Five Star Bank is seeking motivated candidates to fulfill the position of Customer Contact Center – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service.

Supervisory Responsibilities : Degree of Supervision Received: Moderate

• Supervision Received (title): Customer Contact Center Inbound Manager or Contact Center Team Leader - Inbound

Degree of Supervision Given: NA

• Supervision Given to (Titles): NA

Essential Functions :

• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
• Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities
• Identify customer needs and suggest appropriate products and services to meet their needs.
• Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
• Use critical thinking to remain solution-focused.
• Identify opportunities to help our customers and grow our business.
• Follow bank policies, procedures, all applicable laws, regulations and compliance.
• Flexibility to work various shifts including evenings, weekends, and holidays.
• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
• This job description is not exhaustive. The [Job Title] may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

Job Related Qualifications – Education and Prior Experience : Required:

• Education: High School Diploma or Equivalent
• Prior Experience: 3 years Customer Experience, Contact Center

Preferred:

• Education: High School Diploma/Associate Degree
• Prior Experience: 5 years Customer Experience, Contact Center

Competencies :

• Excellent communication skills (both verbal and written).
• Strong customer-service skills.
• Ability to organize and prioritize to meet deadlines.
• Bank experience preferred.
• Proficiency in Windows based and Microsoft office applications.

Physical Requirements :

• Able to regularly sit for prolonged periods of time.
• Able to travel:
• occasionally
• Extensive computer usage is required.
• Ability to work:
• Evenings
• Frequently
• Weekends
• Frequently

Schedule: Monday through Friday, 9:30 AM to 6:30 PM. This position will also provide backup coverage for shifts scheduled from 10:00 AM to 7:00 PM as needed.

Additional Requirements: This role participates in a rotating Saturday schedule (8:00 AM to 2:00 PM) and rotating holiday coverage (8:00 AM to 5:00 PM).