Digital Support Member

Job Description

An employer in the Cincinnati, OH area is seeking Online Service Support member to join their team. These employees will be joining their Client First Center and are responsible for engaging with customers through a variety of service channels, which may include, email, social media and/or online chat. These employees are to represent a local bank well by presenting a positive, professional image while meeting or exceeding customer expectations. The ideal candidate is comfortable being seated the majority of the day working online to resolve any issues that may come up with personal banking or small business clients.

Essential functions/ Responsibilities:

· Answer customer inquiries received through digital channels such as secured conversations relating to bank products and services.

· Recognize sales opportunities and sends referrals to the Direct Channel team.

·Perform customer account transactions and maintenance activities accurately.

·Ability to meet productivity targets while resolving issues within quality guidelines

·Remain current on products, services, policies and procedures.

·Resolve customer issues through account research and utilization of support materials and resources.

·File feedback cases on behalf of clients who express dissatisfaction with the bank's products, services, client support, etc.

· Strive for first contact resolution of customer inquiries, transactions and problem resolution.

·Ability to deescalate customer requests requiring additional knowledge or expertise as defined by department leadership.

· Identify possible fraud and respond according to bank policies and procedures.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Banking, Finance, money management

• 3+ years of customer service

• Proficient in excel, word, online chat/ communications

• Comfortable with completing 35+ complains or conversations daily

• Proficient writing skills

• GED/ Associates - Bachelors Degree

• Professional work environment

• Working with small businesses

• Cash Management