Customer Support Specialist I

About the Opportunity

The Customer Support Specialist I serves as the first line of response to incoming customer calls. This role is responsible for accurately and efficiently handling inquiries related to new and existing products and services. The position requires maintaining a thorough understanding of banking products, services, policies, and procedures. The role contributes to customer satisfaction by resolving issues and achieving entry-level departmental service and sales goals. It supports both remote and onsite work environments.

Responsibilities

• Respond to inbound customer telephone calls regarding existing accounts and services.
• Maintain detailed knowledge of the organization's basic products, services, policies, procedures, maintenance, and regulatory requirements.
• Handle diverse customer situations with minimal supervision, making decisions that minimize risk to both the organization and customers.
• Actively listen to determine the full extent of customer needs and apply appropriate approaches to achieve desired outcomes.
• Communicate effectively using strong verbal and written skills.
• Manage basic customer complaints and problems with minimal assistance, recognizing limitations and requesting support when necessary.
• Achieve entry-level sales and service standards as defined by senior management.

Requirements

• Associate's degree or equivalent knowledge and skills gained through experience preferred.
• Customer service background preferred.
• Call center experience preferred.
• Service and sales experience is a plus.
• Proficient PC and data entry skills required.
• Proven job stability.
• Excellent written communication skills.
• Strong verbal and listening skills, including proper grammar, tone, and diction.
• Ability to work effectively with a diverse population.
• Punctuality and consistent attendance.
• Bilingual skills are a plus.
• Flexibility to work varied schedules, including evenings and weekends.
• Ability to use a headset and sit for extended periods.
• Capacity to work in a fast-paced, high-volume environment.
• Ability to lift or move up to 20 pounds occasionally.

Pay

• Starting rate: $21.00 per hour.
• Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.