Customer Support Agent

Description:

Summary

Under general supervision but acting according to established policies and procedures.

Provides high quality customer service to clients via telephone and email, responding to both internal and external customers, and assist in customer needs and problem resolution. To actively listen to, troubleshoot and resolve customer problems and concerns. Representatives are also responsible for identifying and escalating customer issues to the appropriate bank department, as well as executing banking transactions and cross-selling products or special promotions.

Key Responsibilities

• Receive inbound calls and emails from both internal and external customers.
• Represents the bank to the customer in a courteous, professional manner, and providing the customer prompt, efficient and accurate service.
• Ensure that all callers’ needs are met and handled appropriately during initial contact.
• Keep records of all conversations in our call center software in a consistent manner.
• Answer questions about our products, services and the company.
• Assist customers with any technical issue experienced with online banking, bank website and bank application.
• Answer customer questions and solves problems for customers and branch staff.
• Listen to problems, collects data, secures answers, and reports results to interested individuals.
• Process incoming asset verification requests from Social Security and Medicaid.
• Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies.
• Explain products and services to new and existing customers and the potential value added.
• Perform account maintenance activities.
• Effectively works individually and in a team.
• Develops customer rapport, discovers customer needs, and makes recommendations to customers to resolve issues.
• Performs daily review and processing of customer mobile deposited items.
• Completes compliance training as assigned.
• Understands the laws and regulations that apply and complies with the requirements.
• Other tasks as assigned.

Supervisory Responsibilities

No supervisory Responsibilities.

Requirements:

Qualifications

• Exceptional phone and verbal communication skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with the customer over the phone.
• Ability to learn and navigate new software.
• Proficient knowledge and ability to use office equipment, computer, and related systems.
• Strong problem-solving skills.
• Strong organizational and time management skills to perform tasks within a limited time frame.

Education and/or Experience

High School Diploma or equivalent

Certificates, Licenses, Registrations

Not applicable.

Work Environment:

General office working conditions exist. Employee may experience sustained moderate/high periods of activity with multiple tasks being performed. They will experience communication with a variety of internal and external customers. Noise level in the work environment is usually minimal.