Customer Support Agent
About The Position
The Customer Support Agent provides premier service for consumer and business customers internally and externally through electronic channels, such as email, phone, and online banking messages. The role is often the first point of contact, aiming for a first person-first call resolution to provide #PeopleFirst experience for customers. These customer inquiries and questions include: debit cards, online banking, bill pay, cash management, and standard banking processes. The Customer Support Agent participates in organization wide communication and education of these topics and more.
Requirements
- Minimum of 0 to 1 years of relevant experience with requisite competencies.
- Experience in customer service, call centers, and/or banking or equivalent education in communications, sales, business or related field.
- High school diploma or equivalent
Nice To Haves
- Preferred experience or exposure to cash management products and sales.
Responsibilities
- Exercise informed, independent judgement.
- Provide premier customer service to our internal and external (consumer & business customers) both inbound and outbound.
- Have a can-do attitude/ Solutions focused, provide customer education on offered products and services.
- Listen to customer feedback – what's working, what's not – and make recommendations for enhancements.
- Know when to offer help- strive to provide exceptional customer experience and know when to ask for help- know when to escalate a customer call as needed.
- Be the first point of contact for internal and external customers (Consumer & Business) for questions and education related to debit cards, online banking, bill pay, cash management, and standard banking process.
- Actively participate in internal and external continuing education on deposit operations, electronic banking, cash management, business deposit operations, and debit cards.
- As a team perform daily operational tasks and additional projects as assigned.
- Regular coaching and development on Choice’s standards and metrics to achieve the ultimate #PeopleFirst experience for customers.
- Follow the expectations of Choice’s risk and compliance standards for all customer interactions via all channels of communication.
- Helps peers identify opportunities to educate customers on products and services that align with their needs.
Benefits
- competitive bonus and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
