Customer Support Representative

BankFive • Fall River, MA

4d • $19 - $24 • Onsite

About The Position

The Customer Support Representative answers incoming phone calls in a courteous and pleasant manner. Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner to both internal and external customers. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships. Facilitates processing and resolution of customer support requests, takes ownership of issues, and provides follow-up with the customer. Cross-sells various BankFive products and services in an effort to strengthen customer relationships. Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.). Exercises a high level of discretion in working with sensitive and confidential matters of significance within functional areas. Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank policies and procedures. Assists the Digital Banking Center in operations, online account opening, funding, wires, loan payments, service requests, etc. as needed and appropriate.

Requirements

• High School Diploma and/or two to three years of call center experience, preferably in the financial industry.
• Experience and/or understanding of Retail banking operations, banking products, services, regulations, policies and procedures. Ability to communicate them articulately to internal and external customers.
• Experience and/or familiarity with third party vendor management process (e.g. online banking, bill pay, cash management services, mobile check deposit, etc.)
• Excellent interpersonal skills and the ability to work with diverse internal and external customers.
• Ability to handle multiple projects. Must be highly organized, able to meet deadlines, and changing priorities with an aptitude for problem solving.
• Proficient in Microsoft Office products. Must have technical aptitude to learn bank’s proprietary systems.
• Excellent written, verbal and telephone communication skills.

Responsibilities

• Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner to both internal and external customers. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships.
• Facilitates processing and resolution of customer service requests, takes ownership of issues and provides follow up with the customer.
• Cross-sells various BankFive products and services in an effort to strengthen customer relationships.
• Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.).
• Exercises a high level of discretion in working with sensitive and confidential matters of significance within functional areas.
• Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank’s policies and procedures.
• Assists the Digital Banking Center in operations, online account opening, funding, wires, loan payments, service requests, etc. as needed and appropriate.
• Completes other duties as assigned.

What This Job Offers

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