Customer Support Rep

Description/Job Summary

Handles customer telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer customer questions and resolve the issues. Educates the customer about Bank products and services, and cross-sells other products based on the customer's needs.

Responsibilities/Duties

1. Provide full customer service by performing a broad variety of duties assisting customers with; account questions, reconciling statements, research customer request, problem resolution, Debit Card matters, deposit items returns, overdraft product options, account maintenance and various other duties.
2. Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets. Keep updated and knowledgeable of all banking regulations, procedures and bank policies applicable to the job function.
3. Listen to customer needs; educate and promote products including Online Banking, Bill Pay and Mobile Banking.
4. Accurately enter or confirm customer information into database; initiates and or completes proper request forms and procedures in assisting customers.
5. Assist Customer Support Supervisor with staff training.
6. Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
7. Perform any other duties assigned.

Preferred Skills

Skill to operate a PC with keyboard with accuracy and speed.

Ability to have excellent telephone communication skills.

Ability to problem solve.

Ability to perform data entry and basic computer skills.

Ability to work under pressure and have constant interruptions while doing assigned responsibilities.

Ability to maintain a high level of confidentiality.

Ability to function as a team player.

Preferred Experience

Knowledge of banking products and procedures.

1 year of prior banking experience or equivalent is generally expected.

1 year of customer service experience

Required Education

High school graduate or equivalent

Details

We offer fair and competitive compensation as well as bonus based on an employee's years of service and possible discretionary merit bonuses. Employees also have the opportunity to participate in the Bank incentive programs based on charter/branch guidelines. Other benefits include:

• 8 paid holidays
• 17 PTO days each year for the first five years of employment. Employees must also complete the 90-day introductory period prior to accruing PTO.
• New employees will receive 12 hours of paid sick time upon their hire date
• After five years, 22 PTO days each year
• Health, dental, prescription drug card, vision, and voluntary life insurance plans
• Health Savings Account with employer contributions
• Flexible medical and dependent care spending plans
• Parental Leave after one year of full time employment
• 401K plan after 3 months and start of next quarter with employer contributions and profit sharing
• Free checking account and basic printed checks
• Free safe deposit box
• $15,000 group term life insurance
• Long term disability insurance
• Employee Assistance Program
• Educational Assistance