Customer Solutions Specialist (Hybrid-Chicago, IL)

About

Headquartered in Chicago, Byline Bank is a subsidiary of Byline Bancorp, Inc. (NYSE:BY), offering a broad range of commercial and community banking products and services, including small-ticket equipment leasing and U.S. Small Business Administration loans. Byline Bank is a member of FDIC and an Equal Housing Lender.

Objective

The Customer Solutions Specialist is responsible for providing a quality and efficient experience to customers. This role will assist with various customer inquiries and tasks, ensuring accurate and timely service delivery.

Duties And Responsibilities

• Assist customers with general account inquiries, telephone transfers, stop payments, address changes, check orders, etc., via multiple communication channels including phone calls, e-mails, and chat features.
• Guide callers through troubleshooting or navigating consumer and small business online and mobile banking, online account opening, Rapid Pay, or using Bank products and services.
• Occasionally place outgoing calls to follow-up with customers and ensure issues are resolved to their satisfaction.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Maintain call center metrics including customer experience, calls handled vs. calls missed, and occupancy.
• Identify cross-selling opportunities by assessing customer needs and explaining product features and benefits.
• Evaluate customer requests for fee reversals and process refunds within established limits.
• Maintain customer confidentiality; adhere to the Bank Secrecy Act and Privacy Policy.
• Safeguard and secure customer information in work areas.
• Ensure compliance with bank policies and procedures.
• Keep abreast of job knowledge by completing the Bank’s required online training courses and participating in other educational opportunities as available.
• Report to work in accordance with department schedule and adhere to the Paid Time Off Policy.
• Help maintain in-depth understanding of all online banking products and services from an operations standpoint.
• Continuously evaluate processes and procedures and suggest methods to improve the overall customer experience and operations.
• All other duties as assigned.

Qualifications

• High School or equivalent education required.
• Associate’s degree preferred.
• 1+ years of Customer Service experience required, Call Center experience preferred.
• 1+ years banking experience preferred.
• Excellent customer service skills and the ability to work in a fast-paced environment.
• Well-developed written and oral communication skills and an ability to multitask and manage time effectively.
• Strong analytical and problem-solving skills.
• Ability to maintain confidentiality in all aspects of the job.
• Proficiency in MS Office Applications (Word and Excel), a plus.
• Bilingual in Spanish a plus.

Physical Demands/Work Environment

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices.

Additional Information

Byline Bank is an Equal Opportunity Employer dedicated to providing an inclusive workplace where the unique differences of its employees are welcomed, respected, and valued. The hourly rate for this position is $21.63 to $26.92, pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Byline Bank offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).