GENERAL SUMMARY: Responsible for daily operations of Customer Support Center. Interviews and hires of new applicants, conducts performance appraisals and assist with budget. Monitors state and federal regulations to ensure compliance within the department. Provides support for all Charters. Advises management on technical and operational issues regarding the department. Ensures that customer service standards are maintained. Provide customer service and support for external and internal customers regarding inquiries and problem resolution.
RESPONSIBILITIES AND DUTIES:
Provide full customer service by performing a broad variety of duties assisting customers with; account questions, reconciling statements, research customer request, problem resolution, Debit Card matters, deposit items return, overdraft product options, account maintenance and various other duties.
Listen to customer needs; educate and promote products including Online Banking, Bill Pay and Mobile Banking in a professional manner.
Responsible for staff training, training material and ongoing changes to processes and policies to support excellent customer service.
Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets. Keep updated and knowledgeable of all banking regulations, procedures and bank policies applicable to the job function.
Accurately enter or confirm customer information into database; initiates and or completes proper request forms and procedures in assisting customers.
Assist Customer Support Specialist Manager with bank mergers.
Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
Perform any other duties assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of banking products and procedures.
Skill to operate a PC with keyboard with accuracy and speed.
Ability to have excellent telephone communication skills.
Ability to problem solve
Ability to perform data entry and basic computer skills
Ability to work under pressure and have constant interruptions while doing assigned responsibilities
Ability to maintain a high level of confidentiality.
Ability to function as a team player.
EDUCATION AND EXPERIENCE:
High school graduate or equivalent
2 year of prior banking experience or equivalent is generally expected.
Previous customer service or call center experience required
PHYSICAL REQUIREMENTS:
NOTE: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.
More details
Office hours Monday-Friday in Gretna Nebraska at the Pinnacle Support Center.
