Customer Support Center Representative I, II
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. At Old Second, we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together! Move your career forward at Old Second.
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.
- Excellent phone skills including customer service and sales
- Professional oral, written and interpersonal skills
- Collaborative and team oriented; works well with others
- Strong computer skills
Nice To Haves
- Knowledge of the Jack Henry system a plus
- Strong customer service experience
- Bilingual a plus
- Two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.) for Senior Level
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.
Benefits
- Eligible to participate in the Retail Incentive Plan. Payment varies based upon sales/service performance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
