Customer Support Specialist - Hybrid (Full-time)

Key Responsibilities

• Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services.
• Receive inbound calls from clients/business partners and assist them with banking needs, while providing clear and accurate information about bank products and services.
• Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed.
• Create and mail customer correspondence regarding account information and account holder documentation.
• Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request.
• Maintain 24-hour follow-up, adhere to schedule, call monitoring scores, and manage unavailable time.
• Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.

Minimum Qualifications

• High school diploma or GED
• 0-2 years related experience and/or training or equivalent combination of education and experience
• Proficient in critical thinking skills, ability to problem solve, make sound decisions to produce thorough and accurate work
• Adaptive, flexible, resourceful, and able to cope with the fast-changing environment
• Intermediate proficiency in Microsoft Office suite and alphanumeric data entry
• Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation
• Ability to function both as a team member and works well independently
• Ability to work a flexible schedule according to the hours of operation of the contact center

Preferred Qualifications

• Prior banking experience
• Prior call center experience

Team Members

• Work in a normal office environment
• Extended working hours (Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM)
• Occasional bending or overhead lifting (storing files or boxes)
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)

Pay Details

• $16.46 - $20.56 per hour
• Incentive eligible based upon company, business, and/or individual goal achievement and performance
• Accrue paid time-off (PTO), receive Holiday (PTO), and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan
• Company sponsored Tuition Disbursement and Loan Repayment programs are also available