Customer Solutions Specialist (Hybrid)

Customer Solutions Team

The Customer Solutions Team loves our customers and looks to make a personal connection with everyone that picks up the phone to call us. If you are highly skilled at delivering a WOW customer experience and are interested in joining a dynamic, fun, and energetic team, the Customer Solutions Team at Byline Bank may be the right fit for you!

What you’ll be doing:

• Answering incoming phone calls to assist customers with general account inquiries, telephone transfers, stop payments, address changes, check orders, etc.
• Guide callers through troubleshooting or navigating consumer and small business online and mobile banking, online account opening, Rapid Pay, or using Bank products and services.
• Occasionally place outgoing calls to follow up with customers and ensure their issue has been fully resolved to their satisfaction.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Meet or exceed call center metrics including customer experience, calls handled vs. calls missed, and occupancy.
• Identify cross selling opportunities by assessing customer needs and explaining product features and benefits that address the customer’s needs.
• Evaluate customer requests for fee reversals and process refunds within established limits, if necessary.
• Maintain customer confidentiality, adhere to Bank Secrecy Act and Privacy Policy. Safeguard and secure customer information in work area to ensure it is not viewed by others.
• Ensure compliance with all bank policies and procedures while serving all customers.
• Update job knowledge by completing the Bank’s required online training courses and participating in other educational opportunities as they are made available.
• Report to work in accordance with department schedule and adhere to Paid Time Off Policy.

What we’ll expect you to bring to the table:

• Deliver a WOW customer experience every day with every customer!!!
• Calm Under Fire
• Outstanding communication skills, written and verbal
• Maintain positive interpersonal relationships with customers and Byline team members
• Demonstrate in-depth product and services knowledge, while serving customer’s needs

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time with or without notice.

Requirements:

• High School or equivalent education required.
• One+ years customer service or call center experience required.
• One-year banking experience preferred.
• Must be outgoing, have excellent customer service skills and the ability to work in a fast-paced environment.
• Well-developed written and oral communication skills and an ability to multitask and manage time effectively.
• If working from home, you’ll need a dedicated quiet workspace as well as fast and reliable internet connection – Options available to work from an office.
• Proficiency in Microsoft Word and Excel a plus.
• Bilingual in Spanish a plus a plus.

Byline Bank offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels.

The hourly rate for this position is $19.33 to $22.79. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Byline Bank offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Byline Bank, you’ll find a far-reaching choice of benefits and incentives.