Customer Solutions Specialist; (Hybrid)

Job Description

Job Description

About Byline Bank:

Headquartered in Chicago, Byline Bank is a full-service commercial bank serving small- and medium-sized businesses, financial sponsors and consumers. Byline Bank has approximately $9.6 billion in assets and operates 46 branch locations throughout the Chicago and Milwaukee metropolitan areas. Byline Bank offers a broad range of commercial and community banking products and services, including small-ticket equipment leasing solutions, and is one of the top Small Business Administration lenders in the United States according to the national SBA ranking by the U.S. Small Business Administration by volume FY2023. Byline Bank is a member of FDIC and an Equal Housing Lender.

At Byline Bank, we take pride in being an award-winning workplace. Some of our recent recognitions include:

• U.S. News & World Report named Byline Bank as one of the Best Companies to Work for in the Midwest in 2024-2025
• Best Workplaces in Illinois in 2024 by Best Companies Group and Illinois SHRM (Society for Human Resource Management)
• Forbes America’s Best Small Employers 2023
  
  

By joining our team, you will become part of an organization that values growth, collaboration, and innovation. We strive to create an environment where employees feel supported and are empowered to excel in their roles. If you're looking for a career with a company that puts people first and makes a difference in the communities we serve, Byline Bank is the place for you.

At Byline Bank, we're looking for hardworking, client-focused individuals to join our dynamic team. As part of our organization, you'll have the opportunity to contribute to the success of our clients and make a real difference in the communities we serve. If you're passionate about delivering quality service and thrive in a supportive, growth-oriented environment, let's connect to discuss the Customer Solutions Specialist opportunity!

The Customer Solutions Specialist is responsible for providing a quality and efficient experience to customers. This role will help to ensure all incoming customer calls, and emails are handled accurately and in a timely efficient manner. This role will also help to maintain all duties assigned by the team lead specifically related to efficient customer service delivery.

Duties and Responsibilities:

• Assist customers with general account inquiries, telephone transfers, stop payments, address changes, check orders, etc. via multiple communication channels including phone calls, e-mails, and chat features.
• Guides callers through troubleshooting or navigating consumer and small business online and mobile banking, online account opening, Rapid Pay, or using Bank products and services.
• Occasionally places outgoing calls to follow-up with customers and ensure issues are resolved to their satisfaction.
• De-escalates situations involving dissatisfied customers, offering patient assistance and support.
• Meets or exceeds call center metrics including customer experience, calls handled vs. calls missed, and occupancy.
• Identifies cross-selling opportunities by assessing customer needs and explaining product features and benefits.
• Evaluates customer requests for fee reversals and processes refunds within established limits.
• Maintains customer confidentiality; adheres to the Bank Secrecy Act and Privacy Policy. Safeguards and secures customer information in work areas.
• Ensures compliance with bank policies and procedures.
• Keeps abreast of job knowledge by completing the Bank’s required online training courses and participating in other educational opportunities as available.
• Reports to work in accordance with department schedule and adheres to the Paid Time Off Policy.
• Help maintains in-depth understanding of all online banking products and services from an operations standpoint.
• Continuously evaluates processes and procedures and suggests methods to improve the overall customer experience and operations.
• All other duties as assigned.
  
  

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time with or without notice.

Qualifications:

• High School or equivalent education required.
• Associate’s degree preferred.
• 1 years of Customer Service experience required, Call Center experience, preferred.
• 1 years banking experience preferred.
• Excellent customer service skills and the ability to work in a fast-paced environment.
• Well-developed written and oral communication skills and an ability to multitask and manage time effectively.
• Strong analytical, and problem-solving skills
• Ability to maintain confidentiality in all aspects of the job.
• Proficiency in MS Office Applications (Word and Excel), a plus.
• Bilingual in Spanish a plus.
  
  

Physical Demands/Work Environment:

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices.

At Byline Bank, we value work-life flexibility and support a hybrid work environment for this position. This role allows for a combination of remote and in-office work, with occasional visits to the office based on business needs. Specific in-office days may vary and will be discussed during the interview process.

Compensation & Benefits:

Byline Bank offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels.

The targeted hourly range for the position is between $20.67 - $24.50.

In addition, Byline provides benefits including medical coverage, dental, vision, disability, 401k, paid time off and much more! Depending on the specific role, compensation may also include discretionary bonuses and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.

Additional Information:

Byline Bank is an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at Byline Bank are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran status, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Byline Bank will not tolerate discrimination or harassment based on any of these characteristics.

Byline Bank is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us directly at 773-475-2900, Option #2.

If applying within the US, this role is not eligible for visa sponsorship now or in the future.

Note to Recruitment Agencies and Third-Party Recruiters:

Byline Bank kindly requests that third-party recruiters, staffing agencies, and recruitment firms refrain from submitting resumes or candidate profiles without a prior agreement in place. Any unsolicited submissions will be considered property of Byline Bank, and no fees will be paid for placements resulting from such submissions. We appreciate your understanding and cooperation.