CUSTOMER SUPPORT REP

Pinnacle Bank/Bank of Colorado•Gretna, NE

1d•Hybrid

About The Position

The Customer Support Representative is responsible for providing customer service and technical support for online banking customers via phone, chat and email. The position works under the direction of the Customer Support Supervisor(s) and follows established policies and procedures. This is a Full-Time inbound customer contact center position, requiring a 40-hour week based on availability during open hours 8 AM to 8 PM weekdays and 8 AM to 5 PM weekends. Agents will assist customers using a unified contact center platform to engage via Call or Chat. The office is located in Gretna, with hybrid work available after 1 year. Performance plan incentives are available. Bilingual candidates are encouraged to apply. Candidates with night and weekend availability are preferred.

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.
Skills in problem solving.
Ability to make sound decisions using information at hand.
High school graduate or equivalent
1 year of customer service or banking experience.

Nice To Haves

Bilingual Candidates encouraged to apply.
Candidates with night and weekend availability preferred.

Responsibilities

Help customers with various tasks such as answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, deposit item returns, overdraft product choices, account maintenance and other duties as needed.
Stay informed of personal and business banking products, services and rates for different charters and markets. Keep up to date and knowledgeable of all banking regulations, procedures and bank policies relevant to the job role.
Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
Correctly input or verify customer information into database; start or complete proper request forms and procedures to help customers.
Ability to keep regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
Perform any other duties assigned.