Customer Support Representative

PURPOSE:

The Customer Support Representative answers incoming phone calls in a courteous and pleasant manner. Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner to both internal and external customers. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships. Facilitates processing and resolution of customer support requests, takes ownership of issues, and provides follow-up with the customer. Cross-sells various BankFive products and services in an effort to strengthen customer relationships. Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.). Exercises a high level of discretion in working with sensitive and confidential matters of significance within functional areas. Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank policies and procedures. Assists the Digital Banking Center in operations, online account opening, funding, wires, loan payments, service requests, etc. as needed and appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner to both internal and external customers. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships.
• Facilitates processing and resolution of customer service requests, takes ownership of issues and provides follow up with the customer.
• Cross-sells various BankFive products and services in an effort to strengthen customer relationships.
• Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.).
• Exercises a high level of discretion in working with sensitive and confidential matters of significance within functional areas.
• Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank’s policies and procedures.
• Assists the Digital Banking Center in operations, online account opening, funding, wires, loan payments, service requests, etc. as needed and appropriate.
• Completes other duties as assigned.

QUALIFICATIONS:

• High School Diploma and/or two to three years of call center experience, preferably in the financial industry.
• Experience and/or understanding of Retail banking operations, banking products, services, regulations, policies and procedures. Ability to communicate them articulately to internal and external customers.
• Experience and/or familiarity with third party vendor management process (e.g. online banking, bill pay, cash management services, mobile check deposit, etc.)
• Excellent interpersonal skills and the ability to work with diverse internal and external customers.
• Ability to handle multiple projects. Must be highly organized, able to meet deadlines, and changing priorities with an aptitude for problem solving.
• Proficient in Microsoft Office products. Must have technical aptitude to learn bank’s proprietary systems.
• Excellent written, verbal and telephone communication skills.

EFFORT:

• Must be able to remain in stationary sitting / standing position 75% of time.
• Needs to be able to move about inside the office space to access file cabinets, office equipment, etc. May work in closets / confined storage areas.
• Use of hands and fingers to handle/ operate a computer and other office machinery such as a calculator, copy machine, scanner, computer printer,
• Requires occasional lifting/ carrying equipment/ boxes of up to 30 pounds within work area.
• Significant level of mental concentration to manage multiple complex tasks and changing priorities.
• Work requires continuous visual effort with hand/eye coordination for extended periods of time.
• Work requires continuous use of headset while answering and conversing with customers on the telephone.

WORK ENVIRONMENT:

• Workweek, includes early/late shift as well as Saturday and Sunday.
• Works in a cubical setting with frequent interruptions, using a headset and while hearing coworkers conversations.
• Spends portion of most days answering and monitoring customer service calls.
• Attends meetings within the Bank requiring movement between floors.