Customer Support Center Representative I, II

Old Second National Bank • Oakbrook Terrace, IL

2d • $20 - $27 • Hybrid

About The Position

The Customer Support Center Representative/Senior Customer Support Center Representative is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.

Requirements

• High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must work onsite to perform responsibilities of this position.
• As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
• High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.

Nice To Haves

• Knowledge of the Jack Henry system a plus
• Some college preferred
• Strong customer service experience
• Bilingual a plus

Responsibilities

• Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
• Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
• Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.
• Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
• Maintain availability to assist in the training of new Support Center Representatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees