Customer support agent

Responsibilities include, but are not limited to :

• Protecting our customers by properly verifying callers before releasing any information or making changes to an account
• Assisting callers with general questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with customer service standards.
• Requesting account maintenance (address changes, lost or stolen cards, stop payments, hot card, etc.) and service orders (replacement cards, check orders, etc.)
• Investigating & advising on problems such as ATM card captures, debit card limits, mobile deposit services, etc.
• Initiating complaints such as fee disputes, product feature misunderstandings, company policy, etc.
• Assisting with questions or issues concerning internet banking, mobile banking and online bill pay.
• Transferring request that are outside the scope of the Customer Support Center to the appropriate individual or department for assistance.
• Assisting customers regarding disputes or fraudulent charges.
• Identify and recommend products and services to meet our customer’s need Consistently treat customers with respect and courtesy at all times.
• Processing work in a timely & efficient manner as outlined in the department service standards.
• Ensuring all customer interactions & documentation are in compliance with bank policy & federal regulations, and all mandated timing requirements are met.
• Performs other related duties as assigned.

Qualifications Education / Experience :

• High School diploma plus specialized training in banking, customer service, call center or bank operations required. College degree in Business or related discipline is highly desirable.
• 1 3 years banking, call center or customer service preferred.

Skills :

• Strong organizational and communication skills, both oral & written.
• High level of interpersonal skills to interact with customers and potential customers in professional manner.
• Familiarity with computers and the Internet.
• Willingness to learn and follow bank operations, policies, procedures, internal policies and procedures and the respective state and federal laws and regulations governing departmental functions to ensure performance of individual job duties within the proper control environment.
• Availability to work any hours within the departmental operating hours of Monday Friday between the hours of 7 : 00 am & 6 : 00 pm and Saturday from 8 : 00 am to 1 : 00 pm.
• Ability to work additional hours or hours outside of the departmental operating hours as needed.

Last updated : 2024-05-13