Customer Support Specialist

About the Role

The Customer Support Specialist is responsible for taking inbound calls from bank customers, ensuring an exceptional customer experience, interpreting needs, troubleshooting, and providing solutions to inquiries. This role requires staying updated on bank policies, procedures, products, services, and marketing trends.

Key Responsibilities

• Independently respond to customer inquiries regarding ATM and debit card services, including reviewing transactions, identifying merchants, resetting pins and passwords, and other banking-related services.
• Receive inbound calls and assist clients/business partners with banking needs, providing clear and accurate information about bank products and services.
• Ask questions to uncover client needs, recommend services and products, and direct calls to appropriate staff as needed.
• Create and mail customer correspondence regarding account information and account holder documentation.
• Research account transactions to determine their source and produce copies of paid and deposited checks and statements upon request.
• Meet or exceed individual service standards, including 24-hour follow-up, adherence to schedule, call monitoring scores, and unavailable time.
• Properly identify customers using a verification process, implementing enhanced security measures as needed to minimize risk and fraud.

Requirements & Tech Stack

• High school diploma or GED
• 0-2 years of related experience and/or training or equivalent combination of education and experience.
• Proficient in critical thinking skills, ability to problem-solve, and make sound decisions to produce thorough and accurate work.
• Adaptive, Flexible, Resourceful, and able to cope with a 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 communication method for each situation.
• Ability to function both as a team member and work well independently.
• Ability to work a flexible schedule according to the hours of operation of the contact center (Monday-Friday 8:00 AM - 7:00 PM, Saturdays 9:00 AM - 2:00 PM).

Preferred Qualifications

• Prior banking experience
• Prior call center experience
• Bilingual (English/Spanish)

Working Conditions

• Work performed in a normal office environment with moderate noise levels.
• This position involves travel to customers and property locations.
• Prolonged sitting.
• Lifting from 5 to 10 lbs.
• Occasional bending or overhead lifting.