CUSTOMER SUPPORT ESCALATION REP

Pinnacle Bank/Bank of Colorado • Gretna, NE

9d • Onsite

About The Position

The Customer Support Escalation Representative is responsible for providing customer service and enhanced support for online business banking customers via phone, chat and email. The position works under the direction of the Customer Support Center Supervisor(s) and follows established policies and procedures.

Requirements

• Knowledge of Fiserv internet banking software and general banking operations.
• Ability to communicate effectively with management, customers, and co-workers.
• Ability to pay close attention to detail and work with a high degree of accuracy.
• Ability to meet deadlines and work independently.
• Ability to assist others within the department.
• Ability to make sound decisions using information at hand.
• Skills in problem solving.
• High school graduate or equivalent.
• 1 year of Customer Service Representative experience.

Nice To Haves

• Product experts are responsible for answering questions and handling situations that require extra care.
• Other duties for the position include team support coverage of critical evening and weekend hours.
• Evening and Weekend availability is required.

Responsibilities

• Help customers with a high level of customer service: answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, returned deposit items, overdraft product choices, account updates and various other tasks.
• Stay informed and knowledgeable of personal and business banking products, services and rates for different charters and markets. Keep up to date and aware of all banking regulations, procedures and bank policies that apply to the job function.
• Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
• Correctly input or verify customer information in database; start and or finish proper request forms and procedures in helping customers.
• Support Customer Support Supervisors with staff training.
• Ability to keep regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
• Perform any other duties assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED