Customer Service Representative - Financial Institution Support

CSI•Lincoln, NE

1d•Onsite

About The Position

As a Customer Service Representative, you will serve as a primary point of contact for CSI's financial institution clients, delivering exceptional customer service through timely communication, problem resolution, and coordination with internal teams. This role is ideal for someone who enjoys helping customers, managing multiple priorities, and serving as the bridge between clients and internal departments. This position primarily supports CSI's Document Services, Print & Mail, and Remote Deposit products. The role is heavily focused on email communication while also providing phone support and ongoing ticket management to ensure client issues are resolved efficiently.

Requirements

Minimum of 1 year of customer service, support, or related experience.
Strong written and verbal communication skills.
Excellent multitasking and organizational abilities.
Strong problem-solving and research skills.
Ability to manage multiple priorities in a fast-paced environment.
Basic Microsoft Office and computer proficiency.
Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

Nice To Haves

Banking or financial institution experience.
Call center or customer support experience.
Experience working with ticketing or CRM platforms such as Microsoft Dynamics.
Exposure to print and mail operations, statement processing, or document services.
Familiarity with financial services products and customer support environments.

Responsibilities

Build and maintain strong relationships with financial institution clients by providing outstanding customer service.
Respond to client inquiries through email and phone while delivering timely and accurate updates.
Create, manage, and monitor support tickets through CRM and ticketing systems.
Coordinate with Development, Operations, and other internal teams to investigate and resolve client issues.
Serve as the communication liaison between clients and internal departments until cases are fully resolved.
Research customer concerns and determine the appropriate team or resource needed to address each issue.
Assist clients with questions related to document services, print and mail processing, e-statements, archived statements, and remote deposit products.
Follow up on outstanding cases and provide regular status updates to customers.
Manage workload through shared email queues, ticket queues, and phone support channels.
Maintain accurate records and documentation of customer interactions and issue resolution activities.