Customer Support Representative

Description

Title: Customer Support Representative

Job Summary:

The Customer Support Representative interacts directly with bank customers in a call center environment to ensure their account is accurately maintained while processing their requests in accordance with bank policies and procedures. This position serves the community by assisting customers with both personal and business banking services and seeking to strengthen their financial health by providing bank solutions and products to meet their individual needs.

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.

Duties/Responsibilities:

• Efficiently process customer requests, including but not limited to, account maintenance, check orders, stop payments, ATM/Check Card disputes, balance inquiries, balance transfers, etc.
• Responsible for maintaining legal documents under the direction of the Customer Support Supervisor.
• Promote increased use of services through cross selling banking products to new and existing customers.
• Provide extraordinary service at all times during interactions with customers.
• Ensure all policies and procedures are kept up to date and consistent with applicable laws, regulations and other bank policies and to recommend changes as needed.
• Performs any other duties required to ensure the effective workflow and realization of overall department goals.
• Ability to identify and report risks that could impede the reputation, safety, security, or financial success of the bank. 

Requirements

Required Skills/Abilities:

• Ability to exhibit our core values: Integrity, Enthusiasm, Accountability, Excellence, Customer First, Professionalism, and Respect.
• Identify and report risks that could impede the reputation, safety, security, or financial success of the bank. 
• Must have excellent judgment and customer service skills.
• Must be able to manage multiple efforts concurrently.
• Proficient in Microsoft Office and knowledge of, or the ability to quickly learn, banking software applications.
• Must be able to interact with other offices and departments for accurate resolutions to problems and errors, while continuing to complete job tasks in a timely manner.
• Excellent written and oral communication skills.
• Ability to acquire and retain a detailed understanding of bank products and services.
• Highly resourceful team-player with the ability to complete work independently.

Education and Experience:

• Previous banking experience and/or customer service experience in related field
• Bilingual (Spanish) a plus
• Demonstrated ability to follow policies/procedures, willingness to be accountable.
• Ability to work with challenging or upset customers and handle stress.