Customer Support Specialist
We know what you're thinking. "What kind of name is IncredibleBank?" Well, we're glad you asked. With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.
About the Role
We are eager to discuss the prospect of you joining our team as our next incredible team member! This position reports to the Customer Experience Center Manager at our IncredibleBank Support Center location in Wausau, Wisconsin, and allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own!
- Will serve as the primary point of contact for Bank customers choosing to reach us through telephone and email delivery channels, and may also support with online chat (Banno) and electronic banking platforms.
- Acts as a customer ambassador for the bank and provides a high-quality customer experience worthy of our brand.
- Engages customers by keeping their best interest in mind and exceeding their expectations.
- Possesses a customer satisfaction mentality, understanding the need to hold oneself personally accountable to following customer-centric behaviors and attitudes in an environment committed to building relationships; ensuring the customer is satisfied at the conclusion of their interaction.
- Demonstrates a thorough knowledge of IncredibleBank products and services including both consumer and business online banking, the IncredibleBank mobile app, mobile deposit, consumer bill pay, debit and credit cards, and eStatements.
- Accurately performs timely follow through on the customer's request by preparing and submitting maintenance with proper documentation when necessary.
- Actively participates in the implementation of departmental and bank-wide strategic initiative projects to enhance the customer experience.
This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 7:30 am to 5:30 pm CST Monday through Friday. This position will work on-site at our IncredibleBank branch location in Wausau, WI.
Requirements
- High school diploma or general education degree (GED) preferred.
- Two to five years' experience in a customer service role; or equivalent combination of education and experience preferred.
- Proficient with Microsoft Office (Word, Excel, and Outlook) and Windows.
- Excellent written and oral communication skills.
- Ability to remain professional and composed under pressure.
- A high degree of resourcefulness and adaptability.
About You
You do what is right over what is easy. You don't settle for good enough. You're driven to learn and grow. You recognize your impact on the customer experience, regardless of your role. Those attributes are just a few things our incredible employees have in common.
Benefits
Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and more than competitive compensation. Eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, plus an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.
About the Company
IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. We strive to stay on the leading edge of banking technology with the goal of providing the best, simplest way for our customers across the country to do their banking. Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. We're especially proud to have been certified as a Great Place to Work.
Location: 327 North 17th Avenue, Wausau, WI, 54401, United States
Employee Type: Full-time regular non-exempt