Commercial Customer Support Associate

About the role

This position is part of the Commercial Services Customer Support department within our Bank Operations group. This team is primarily responsible for providing direct telephone and email support to our business and commercial clients. Products and services supported include online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, cash vault, and many others. This role is crucial in facilitating the onboarding process for new clients and completing ongoing account and service maintenance as requested by the customer.

Responsibilities

• Provide direct telephone and email support to business and commercial clients
• Support products and services such as online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, cash vault, and others
• Facilitate the onboarding process for new clients
• Complete ongoing account and service maintenance as requested by the customer

Requirements

• 1-3 years banking experience or college degree preferred, but not required
• Must enjoy customer interaction and have the ability to sympathize with customers while maintaining proper controls
• Feel comfortable helping customers with technical problems, including troubleshooting computer settings and assisting with software installations
• Excellent verbal and written communication skills
• Ability to provide a high degree of customer service
• Ability to work in a team environment where responsibilities rotate
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• Problem solving skill with strong attention to detail
• Ability to operate in a deadline-driven environment with specific service level agreements

Qualifications

• Must enjoy customer interaction and have the ability to sympathize with customers while maintaining proper controls
• Feel comfortable helping customers with technical problems, including troubleshooting computer settings and assisting with software installations
• Excellent verbal and written communication skills
• Ability to provide a high degree of customer service
• Ability to work in a team environment where responsibilities rotate
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• Problem solving skill with strong attention to detail
• Ability to operate in a deadline-driven environment with specific service level agreements

Skills

• Excellent verbal and written communication skills
• Ability to provide a high degree of customer service
• Ability to work in a team environment where responsibilities rotate
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• Problem solving skill with strong attention to detail
• Ability to operate in a deadline-driven environment with specific service level agreements

Benefits

• Shift differential is available for certain hours - $5.00/hour for Monday through Friday from 5:00 p.m. - 7:00 p.m.

Pay

• Details are not specified

Schedule

• Standard Hours: Monday-Friday 10:00 a.m.-7:00 p.m.