Call Center Customer Support Specialist - Columbus, GA

First Peoples Bank•Columbus, GA

1d•Onsite

About The Position

This position is primarily responsible for handling a variety of inbound customer service calls in a prompt and courteous manner. Resolves customer questions and problems for accounts, payments, products, and services. Cross sells and informs customers about products and solutions they may not be aware of or currently using.

Requirements

MUST BE ABLE TO PASS BACKGROUND CHECK AND CREDIT SCREENING
Minimum of 1 year of job-related experience.
Must be proficient with Microsoft Office programs such as Outlook, Word, and Excel.
Proven problem-solving skills and the ability to work well under supervision.
Excellent verbal, written and interpersonal communication skills required.
Ability to work with all levels of management under pressure and strict deadlines.
A strong commitment to a team culture and positive attitude is required.

Responsibilities

Answer inbound customer calls and online inquiries promptly, professionally, and courteously.
Accurately identify callers and follow all verification/security procedures before discussing account information.
Provide clear guidance on bank products and services; identify opportunities to educate customers on additional solutions that fit their needs.
Route calls appropriately and efficiently to the correct branch or team member when needed.
Research account issues, errors, and discrepancies using bank-approved systems and tools.
Resolve routine concerns independently and escalate more complex issues to a supervisor when appropriate.
Identify potential problems early, gather key details, and work toward timely resolution.
Perform routine account maintenance and operational support tasks as assigned.
Assist other areas of the Operations department as needed (including, but not limited to: wire transfers, internal transfers, and ACH origination).
Maintain accuracy, thoroughness, and attention to detail while meeting productivity and timeliness expectations.
Communicate effectively with customers, bank associates, other banks, and vendors.
Complete required training and actively pursue additional learning related to systems, compliance/regulatory requirements, and customer service skills.
Follow all bank policies and all applicable federal and state regulatory requirements.