Customer Support Associate

Nicolet National Bank•Howard, WI

3d•Onsite

About The Position

At Nicolet National Bank, the Customer Support Associate provides service on a wide range of banking services by telephone and/or internet, assists in developing customer relationships, and supports account service and sales. The role answers customer inquiries, provides guidance or routes inquiries to the appropriate bank contact, and assists with online and mobile banking, cards, account inquiries, transfers, and other financial services. It also supports internal customers with network and software password resets and functionality. This is an in-office position; remote work is not an option. The schedule rotates weekly, with 8-hour shifts starting as early as 6:45 a.m. and ending as late as 6:00 p.m. The role also works one Saturday every 3–4 weeks, from 7:30 a.m. to 12:00 p.m.

Requirements

High school diploma or equivalent.
Understanding of banking and related products and services, typically acquired through 1–3 years of experience in a bank customer service role.
Ability to work independently and as a team player.
Ability to sit for prolonged periods while on the phone and concentrate visually on a PC.
Judgment, tact, and on-the-spot decision-making ability.
Effective verbal and written communication skills and strong interpersonal skills.

Responsibilities

Answer incoming Call Center calls, provide guidance directly to customers, or route inquiries to the most appropriate bank contact.
Provide excellent service to customers and co-workers by phone, including actively promoting and selling additional bank products and services.
Assist customers with online and mobile banking, debit and credit cards, account inquiries and transfers, and other financial services.
Assist internal customers with network and software password resets and functionality.
Maintain a positive attitude while promoting products, services, and functions in a fast-paced, multifaceted environment.
Participate in self-development through meetings, committees, computer-based training, reading periodicals, and maintaining product knowledge.
Maintain and order department supplies and equipment.
Maintain appropriate controls and comply with applicable laws and regulations, upholding Nicolet’s philosophy and policies.
Work successfully with others and support inclusion, respect, equal employment opportunities, and non-discrimination.
Perform other duties as assigned.