Customer Support Specialist

About the Role

The Customer Support Specialist is responsible for taking inbound calls from bank customers and ensuring an exceptional customer experience. This role involves engaging clients to interpret needs, troubleshoot, and provide solutions to inquiries. It also requires staying updated on bank and department policies, procedures, products, services, and marketing trends to ensure customer satisfaction.

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 from clients/business partners and assist them 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 the source and produce copies of paid and deposited checks and statements upon request.
• Meet or exceed individual service metrics, including 24-hour follow-up, adherence to schedule, call monitoring scores, and unavailable time.
• Properly identify customers using a verification process and implement enhanced security measures as the situation warrants to minimize risk and fraud.

Requirements & Tech Stack

• Intermediate proficiency in Microsoft Office suite
• Alphanumeric data entry skills
• Ability to communicate clear, concise information to customers/co-workers and identify the best method for communication.
• Ability to function both as a team member and work independently.
• Ability to work a flexible schedule according to the hours of operation of the contact center.

Qualifications

• High school diploma or GED
• 0-2 years of related experience and/or training or equivalent combination of education and experience.
• Proficient 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.

Preferred Qualifications

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