AAB Support Specialist - Call Support

Western Alliance Bank•Chandler, AZ

About The Position

As a Support Specialist you'll responsible for responsible for answering and documenting incoming calls, acknowledging and answering customer complaints, and processing online payments. They must be knowledgeable of products, systems, and services as well as services offered to homeowners through respective management companies. You'll answer questions from management companies about the bank’s online payment platform and the services/features they are able to use in that application including bulk payment uploads and reporting. One of your key responsibilities is to use problem-solving skills, empathy, ability to remain calm under pressure, and dedication to meeting customer needs. Responsible for supporting the Operations Manager in customer queries in a timely and accurate way, via phone and email. Identifying customer needs and helping customers use specific product features. Update internal call management system following procedure and adhering to applicable policy. Inform customers about new product system features and guide product users through features and functionalities. Analyze and report product malfunctions. Escalate issues for quick resolution, obtaining as much detailed information from callers about the problem as possible. Share information and effective workarounds with teammates.

Requirements

1+ years of related experience in Customer Service, Call Center or similar field
High school diploma required
Entry level knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services
Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
Ability to demonstrate patience and empathy when handling difficult cases
Must be flexible and adapt quickly to change
Ability to work independently and in a team environment
Ability to prioritize tasks and remain organized
Proficiency with MS Office suite
Intermediate speaking and writing communication skills

Responsibilities

Answering and documenting incoming calls
Acknowledging and answering customer complaints
Processing online payments
Answering questions from management companies about the bank’s online payment platform and the services/features
Supporting the Operations Manager in customer queries in a timely and accurate way, via phone and email
Identifying customer needs and helping customers use specific product features
Update internal call management system following procedure and adhering to applicable policy
Inform customers about new product system features and guide product users through features and functionalities
Analyze and report product malfunctions
Escalate issues for quick resolution, obtaining as much detailed information from callers about the problem as possible
Share information and effective workarounds with teammates