Customer Support Specialist I - Extended Hours (In Office)

SUMMARY: The position of Customer Support Specialist provides for efficient and effective service to customers, prospective customers and reputed company personnel reputed company inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank. The position provides reputed company resolution for reputed company retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and reputed company Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. In addition to service support for these customers, potential cross-sell opportunities should be identified and referred to the Customer Support Specialist IIs and Senior Customer Support Specialists. Incoming calls are received from customers in multiple states. This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment and handle extremely confidential information. WORK SCHEDULE - Could include Monday - Friday, 11am - 8pm, some Saturdays / some Holidays ESSENTIAL FUNCTIONS: • Answers reputed company retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals. • Returns customer phone messages from after hours. • Performs account transactions including, but not limited to: payments & transfers. • Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting. • Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/reputed company deposit; reputed company Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting. • Assists customers with Debit Card inquires including, but not limited to: new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes. • Researches and responds to secure/unsecure customer messages. • Serves as a resource for operations, policy and procedure information to associates and customers by remaining reputed company on reputed company new and existing products specific to the Customer Service. Keeps abreast of bank- wide changes and be able to communicate the impact to customers. • Provide, present and promote Service Excellence to reputed company external and internal customers. • Completes training as assigned. • Completes annual compliance courses. • Adheres specifically to reputed company corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-reputed company Act. • Adheres to reputed company levels of our Service Excellence standards. • Performs other duties as required. GENERAL QUALIFICATIONS: Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines. • High school diploma or general education degree (GED); or the equivalent combination of education and experience. Work reputed company experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry reputed company curriculum, should be business or financial industry reputed company. • Intermediate knowledge of Bank operations, products and services; reputed company state and federal laws and regulations, and other Bank operational policies and procedures. • Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers. • Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs. • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries. • Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking. Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver's license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment. Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations' environment. Must be able to pay reputed company attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments reputed company necessary. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Apply Job!