Customer Support Specialist Call Center
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!
Responsibilities
- 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.
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.
Qualifications
- 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.
Skills
- Strong communication skills.
- Customer service experience.
- Microsoft Office proficiency.
- Adaptability and resourcefulness.
Benefits and Compensation
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, dare we say, more than competitive compensation that we’re willing to discuss up front. And we are constantly evaluating and improving our benefits. In fact, 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. Check out our total rewards package at: https://www.cbmicrosite.com/incrediblebank
About the Company
IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn… We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community? Today, IncredibleBank is a $200 million-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work. Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621