Customer Support Specialist

The Customer Support Specialist I handles incoming calls and provides superior telephone customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Regular onsite attendance
• Ability to work well with others in a team environment
• Provides accurate, efficient and exceptional customer service to both internal and external customers
• Maintains knowledge of bank regulations, security and compliance responsibilities, products, policies, procedures and meets deadlines
• Satisfactorily completes all training required for the position
• Maintains a positive, professional customer-orientated attitude
• Processes all customer service calls to promote superior customer service, technical accuracy, and conformity to all company policies
• Identifies and handles customer inquiries completely and accurately
• Resolves customer complaints and problems to the satisfaction of the customer
• Educates the customer about the organization’s products and services and directs them to available resources for self-help
• Explains, promotes and sells products or services to optimize the opportunity of each customer contact
• Operates Live Chat feature
• Processes check orders for customers
• Processes customer telephone requests such as; Address changes, Coin orders, Research requests, Debit card limit increases
• Processes returned mail
• Assists customers with online banking, debit card, and Infoline inquires
• Suggests call center improvements and participates in initiatives for increased effectiveness
• Participates in meetings and trainings to ensure up-to-date knowledge
• Accepts coaching, direction and adheres to the work schedule
• Other duties may be assigned

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE

High school diploma or general education degree (GED) required. Two to four years related experience and/or training; or equivalent combination of higher education and experience.

LANGUAGE SKILLS

Exceptional verbal communication skills. Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages and decimals.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER QUALIFICATIONS

Computer Skills: Ability to perform basic computer skills and operate computer programs.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; or climb; and stoop, kneel or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

WORKING ENVIRONMENT/CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

No hazardous or significantly unpleasant conditions (such as a typical office)

Noise level is usually moderate