Customer Support Agent

About the role

Join our team as a Customer Support Agent. Bilingual Spanish-speaking candidates strongly encouraged to apply. Eligible for full-time benefits including up to 20 days paid vacation/holidays your first year, Medical/dental/vision coverage, Employee Stock Ownership Program and 401k. The hiring range for this opportunity is $18.00 to $19.50 per hour along with incentive opportunities, creating a competitive total compensation package based on our pay scale, and may be modified by location and is commensurate with qualifications and experience.

Major Responsibilities

• Delivers a measurably superior customer experience by listening, empathizing, taking ownership of issues, collaborating as needed, and effectively relaying solutions in a fast-paced environment.
• Communicates effectively through verbal and written means, maintaining a friendly and helpful demeanor.
• Problem solves by proactively troubleshooting, diagnosing, and repairing issues with products, services, and technology. When unsure, commits to finding and understanding the solution.
• Grows and acquires customers by recommending bank products and services, recognizing opportunities, asking questions, and sharing knowledge.
• Maintains and grows an extensive knowledge base, learning the bank’s products, services, policies, procedures, and systems, as well as staying updated on relevant industry regulations and adapting to changes.
• Upholds security and confidentiality by strictly following policies and procedures to protect private information and finances, identifying potential exceptions and collaborating with leadership on solutions.
• Uses technology to enhance customer experiences, leveraging tools like Salesforce CRM to grow relationships and communicate more effectively.
• Helps keep the business running by assisting with other duties as assigned, including customer messaging, data entry, reports, and other tasks.

Experience Requirements

• One or more year’s customer service or professional business experience required.
• A high school diploma or GED required.
• Previous customer service experience required.
• Financial services or call center experience preferred.
• Strong professional verbal/written and reading comprehension communication skills required.
• High level proficiency in personal computers, email, chat, Salesforce CRM, and other Windows based programs required, as well as the ability to learn new systems.
• Must be able to problem solve and troubleshoot technical issues related to software or hardware.

Education, Experience & Other Skills Needed

• High school diploma or GED required.
• Previous customer service experience required.
• Financial services or call center experience preferred.
• Strong professional verbal/written and reading comprehension communication skills required.
• High level proficiency in personal computers, email, chat, Salesforce CRM, and other Windows based programs required, as well as the ability to learn new systems.
• Must be able to problem solve and troubleshoot technical issues related to software or hardware.

Other Requirements

• May be required to lift up to 25 pounds.
• Ability to work in a fast-paced team environment and remain focused for extended periods of time.
• Ability to communicate verbally and in writing with both customers and colleagues in a professional and clear manner.
• Ability to follow established procedures and maintain a positive attitude while handling difficult and/or repetitive interactions.