Customer Support Center Agent

Farmers State Bank - Lagrange, IN

Lagrange, IN

Credit Intermediation and Related Activities

About the position

The Customer Support Center position is responsible for promptly answering phones to respond to general customer inquiries and complaints in an attempt to satisfy their needs. The role requires projecting a friendly and professional company image through phone interaction. The employee will uphold FSB Standards of Behavior and will be expected to answer incoming customer and internal complaints/inquiries as quickly and efficiently as possible, both on the phones and through Banno forms/chat messages. Additionally, the employee will provide customers with product and service information, research and resolve inquiries, and maintain confidentiality of all bank and customer information.

Responsibilities

• Uphold FSB Standards of Behavior
• Answer incoming customer and internal complaints/inquiries as quickly and efficiently as possible both on the phones and through Banno forms/chat messages
• Provide customers with product and service information
• Provide referral sale as opportunities arise
• Research and resolve customer and internal inquiries and issues in a timely fashion
• Follow-up on customer and internal inquiries not immediately resolved
• Transfer maintenance forms and/or telephone calls as needed to appropriate individuals and departments
• Maintain confidentiality of all bank and customer information
• Process and review check orders in Deluxe
• Verify and resolve Synapsys events including text banking enrollment and customer maintenance events
• Process and review online banking applications
• Activate gift cards
• Assist Deposit Operations Department, Debit Card Desk and eBanking Department
• Trained on FSB's Customer Acquisition and Growth program and able to perform duties aligned with the program
• Perform other related duties as assigned

Requirements

• High School Degree
• Minimum banking experience of 1 year
• Knowledge of Xperience, Synapsys, MS Outlook, Word, and Excel a plus
• Solid customer service skills, including abilities to maintain a pleasant demeanor, communicate tactfully and patiently with customers, and exercise good judgment
• Understanding of FSB Products and Services
• Ability to prioritize duties and multitask