Customer Support Specialist

Primary responsibilities include the day-to-day administration of CONTROL support services for respondent banks which include designating CONTROL administrators, user support and customer service on company supported computer applications and platforms, troubleshooting problems, and providing advice on appropriate actions.

This position requires highly developed communication, analytical and computer skills. Specialist must apply their skills and job knowledge to adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of the CONTROL area. Specialist typically serves as first point-of-contact for CONTROL area.

Essential Duties and Responsibilities:

• Responsible for communicating with MIB respondent customers to provide information and support in response to inquiries about MIB’s operational products and services.
• Responsible for communicating with MIB respondent customers to provide assistance with MIB’s computer application(s) as well as platform enhancements.
• Responsible for processing designation of CONTROL administrators.
• Responsible for assisting MIB respondent customers with statement balancing.
• Administration of Multi Factor Authentication tokens.
• Administration of Federal Reserve Bank, SWIFT, US Bank, and Viewpointe systems, as needed.
• Responsible for participating in a quarterly review of MIB’s user entitlements and other vendor user set-up.
• Responsible for daily reconciliation tasks.
• Provide assistance with customer ACH files.
• Responsible for CONTROL system demos.
• Maintain CONTROL billing and appropriate documentation.
• Responsible for in-depth technical knowledge of various web browsers.
• Responsible for staying abreast of ACH industry knowledge pertaining to EPCOR, etc. (AAP certification preferred.)
• Responsible for completing periodic application testing.

Additional Duties:

• Responsible for Bank Secrecy Act compliance where applicable in reference to this position.
• Maintain and update customer support procedures.
• Train associates on CONTROL.
• Serve as back-up in the Operations Department.
• Work on non-routine tasks.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Analytical: the individual synthesizes complex or diverse information.
• Problem-solving: the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Oral communication: the individual speaks clearly and persuasively in positive and negative situations, demonstrates group presentation skills and participates in meetings.
• Excellent telephone etiquette.
• Quality management: the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Planning/organizing: the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Strong customer orientation.
• Computer proficiency: Microsoft and company supported computer applications and platforms.
• Highly organized.
• Excellent attention to detail.
• Work well in a team environment.
• Able to maintain confidential information.

Supervisory Responsibility:

• This position has no supervisory responsibilities but may assist with the training of newly employed Customer Support Specialist(s).

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners and photocopiers.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires sitting, standing, bending and reaching. May require lifting to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, calculators, the telephone and other office equipment. Requires normal range of hearing and vision.

Position Type and Expected Hours of Work:

• This is a full-time position.
• Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Flexible work schedules may be allowed when it is feasible, it allows the employee to perform the essential functions of the job and will in no way interfere with providing efficient and effective services.

Time Requirements and Travel:

• 100% Administrative/Organizational

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Associate or higher degree in business administration related field or two plus years of experience in banking.
• Strong customer service along with verbal and written communication skills.
• Advanced skills in office support duties.
• Initiative in facilitating daily office support activities.
• Ability to apply specific knowledge of work unit programs, activities and applicable computer software/programs.
• Accounting background through course work or job experience.