Customer Support Center Representative I, II - Darien, IL
Old Second National Bank · Darien, IL · 1 mo ago
OTHR$19.5–$25/hrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "Who We Are" and "Position Overview". We need to ...". We need to use for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content. We need to preserve all substantive info, not invent or summarize away detail. Remove boilerplate.
We need to decide sections: Possibly "About the role" (position overview), "Responsibilities" (essential job functions, additional responsibilities), "Requirements" (minimum requirements), "Qualifications" maybe combine with requirements? But we can have separate sections: "Requirements" for minimum requirements, "Qualifications" for competencies/preferred? "Skills" maybe for competencies? "Benefits" and "Pay" sections if present. "Schedule" if schedule details present (hybrid role). The posting includes location details and schedule: hybrid role, onsite locations, schedule may vary. So we can include Schedule section.
We must not repeat job title as heading. No Job ID.
We need to include all substantive info: Who We Are (company description) maybe part of About the role? Could be separate "About the company"? Not in allowed headings list. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly.
"Who We Are" could go under About the role? Or maybe we can include a brief paragraph about company under About the role heading. The instruction: use
for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content. We need to preserve all substantive info, not invent or summarize away detail. Remove boilerplate.
We need to decide sections: Possibly "About the role" (position overview), "Responsibilities" (essential job functions, additional responsibilities), "Requirements" (minimum requirements), "Qualifications" maybe combine with requirements? But we can have separate sections: "Requirements" for minimum requirements, "Qualifications" for competencies/preferred? "Skills" maybe for competencies? "Benefits" and "Pay" sections if present. "Schedule" if schedule details present (hybrid role). The posting includes location details and schedule: hybrid role, onsite locations, schedule may vary. So we can include Schedule section.
We must not repeat job title as heading. No Job ID.
We need to include all substantive info: Who We Are (company description) maybe part of About the role? Could be separate "About the company"? Not in allowed headings list. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly.
"Who We Are" could go under About the role? Or maybe we can include a brief paragraph about company under About the role heading. The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use for section headings (e.g. ...). Likely we should only use those headings. So we can put company description under About the role.
Position Overview: also under About the role.
Responsibilities: essential job functions and additional responsibilities.
Requirements: minimum requirements for Level I and Senior Level.
Qualifications: maybe we can include "Preferred, But Not Required" knowledge etc.
Skills: competencies (phone skills, oral/written, collaborative, computer skills).
Benefits: benefits description.
Pay: compensation details (base pay ranges, variable pay).
Schedule: location details and hybrid role.
We must not include filler like "commensurate with experience". Not present.
We need to preserve all substantive info: ensure we don't lose any details.
Let's extract details:
Who We Are: At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!
Position Overview: The Customer Support Center Representative (Level I and Senior Level) is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.
Essential Job Functions – All Levels:
- Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
- Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
- Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.
Additional Responsibilities – Senior Level:
- Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
- Maintain availability to assist in the training of new Support Center Representatives.
Minimum Requirements – Level I:
- High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
- Must work onsite to perform responsibilities of this position.
- As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
Minimum Requirements – Senior Level:
- High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
- Must work onsite to perform responsibilities of this position.
- As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
Competencies:
- Excellent phone skills including customer service and sales
- Professional oral, written and interpersonal skills
- Collaborative and team oriented; works well with others
- Strong computer skills
Preferred, But Not Required:
- Knowledge of the Jack Henry system a plus
- Some college preferred
- Strong customer service experience
- Bilingual a plus
Benefits: How We Support You - Old Second (but details not given? Actually after that there is a note about job levels and hiring decisions. No explicit benefits list besides maybe variable pay? There's a "Benefits: How We Support You - Old Second" heading but no details following? The text shows: "Benefits: How We Support You - Old Second Note: Job levels and hiring decisions are based upon both the business needs and the qualifications of the incumbent. In some cases, an incumbent may meet the requirements of a senior level role but may be hired in at a lower level based upon business needs and staffing dynamics. Thanks for considering Old Second!" So there is no explicit benefits list besides maybe variable pay? Actually variable pay is under Compensation & Benefits. So we might treat that as Benefits section? But we have separate Pay and Benefits sections. The posting includes "Compensation & Benefits" with base pay, variable pay, and then "Benefits: How We Support You - Old Second" but no details. Since we must not create sections with filler, we should not include a Benefits section if there is no specific benefit details. However, we have variable pay details which could be considered part of Pay. The Benefits heading may be empty; we should omit Benefits section if no concrete benefits described. The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we should not include Benefits if no specifics.
Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay, Schedule.
We need to ensure we include all substantive info.
Let's craft HTML:
About the role
for section headings (e.g. ...). Likely we should only use those headings. So we can put company description under About the role.
Position Overview: also under About the role.
Responsibilities: essential job functions and additional responsibilities.
Requirements: minimum requirements for Level I and Senior Level.
Qualifications: maybe we can include "Preferred, But Not Required" knowledge etc.
Skills: competencies (phone skills, oral/written, collaborative, computer skills).
Benefits: benefits description.
Pay: compensation details (base pay ranges, variable pay).
Schedule: location details and hybrid role.
We must not include filler like "commensurate with experience". Not present.
We need to preserve all substantive info: ensure we don't lose any details.
Let's extract details:
Who We Are: At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!
Position Overview: The Customer Support Center Representative (Level I and Senior Level) is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.
Essential Job Functions – All Levels:
- Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
- Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
- Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.
Additional Responsibilities – Senior Level:
- Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
- Maintain availability to assist in the training of new Support Center Representatives.
Minimum Requirements – Level I:
- High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
- Must work onsite to perform responsibilities of this position.
- As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
Minimum Requirements – Senior Level:
- High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
- Must work onsite to perform responsibilities of this position.
- As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
Competencies:
- Excellent phone skills including customer service and sales
- Professional oral, written and interpersonal skills
- Collaborative and team oriented; works well with others
- Strong computer skills
Preferred, But Not Required:
- Knowledge of the Jack Henry system a plus
- Some college preferred
- Strong customer service experience
- Bilingual a plus
Benefits: How We Support You - Old Second (but details not given? Actually after that there is a note about job levels and hiring decisions. No explicit benefits list besides maybe variable pay? There's a "Benefits: How We Support You - Old Second" heading but no details following? The text shows: "Benefits: How We Support You - Old Second Note: Job levels and hiring decisions are based upon both the business needs and the qualifications of the incumbent. In some cases, an incumbent may meet the requirements of a senior level role but may be hired in at a lower level based upon business needs and staffing dynamics. Thanks for considering Old Second!" So there is no explicit benefits list besides maybe variable pay? Actually variable pay is under Compensation & Benefits. So we might treat that as Benefits section? But we have separate Pay and Benefits sections. The posting includes "Compensation & Benefits" with base pay, variable pay, and then "Benefits: How We Support You - Old Second" but no details. Since we must not create sections with filler, we should not include a Benefits section if there is no specific benefit details. However, we have variable pay details which could be considered part of Pay. The Benefits heading may be empty; we should omit Benefits section if no concrete benefits described. The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we should not include Benefits if no specifics.
Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay, Schedule.
We need to ensure we include all substantive info.
Let's craft HTML:
About the role
At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!
The Customer Support Center Representative (Level I and Senior Level) is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.
Responsibilities
- Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
- Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
- Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.
- Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues. (Senior Level)
- Maintain availability to assist in the training of new Support Center Representatives. (Senior Level)
Requirements
- Level I: High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience. Must work onsite. Employees must acknowledge and agree to call monitoring and recording for customer quality and performance standards upon hire.
- Senior Level: High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience. Must work onsite. Employees must acknowledge and agree to call monitoring and recording for customer quality and performance standards upon hire.
Qualifications
- Knowledge of the Jack Henry system a plus
- Some college preferred
- Strong customer service experience
- Bilingual a plus
Skills
- Excellent phone skills including customer service and sales
- Professional oral, written and interpersonal skills
- Collaborative and team oriented; works well with others
- Strong computer skills
Pay
- Customer Support Center Representative (Level I): Base pay $19.50 - $25.00/hour. Eligible to participate in the Retail Incentive Plan; payment varies based upon sales/service performance.
- Senior Customer Support Center Representative: Base pay $20.50 - $27.00/hour. Eligible to participate in the Retail Incentive Plan; payment varies based upon sales/service performance.
- Old Second is committed to fair and equitable pay practices; pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.
Schedule
This position is considered a hybrid role. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs. Onsite work may be performed at the following locations: Darien, IL; or Lombard, IL.
We need to ensure we didn't miss any info: The note about job levels and hiring decisions based on business needs etc. That's under Benefits heading originally but we omitted Benefits. Should we include that info somewhere? It's substantive: "Note: Job levels and hiring decisions are based upon both the business needs and the qualifications of the incumbent. In some cases, an incumbent may meet the requirements of a senior level role but may be hired in at a lower level based upon business needs and staffing dynamics." This is relevant to role. Could be placed under About the role or Requirements. Since we have no Benefits section, we could add a paragraph under About the role or Requirements. Probably under About the role after company description. Let's add a paragraph after the position overview: "Note: Job levels and hiring decisions are based upon both the business needs and the qualifications of the incumbent. In some cases, an incumbent may meet the requirements