Customer Support Representative - Olio Rd

STAR Financial Bank•Fishers, IN

18h•Hybrid

About The Position

STAR Financial Bank is an Indiana-based community bank known for its culture of delivering quality service, personalized banking solutions, and innovative use of technology for more than 80 years. We are proud to be a community bank in every aspect of the word. Beyond monetary giving and employee volunteerism, STAR is dedicated to partnering with the people and organizations that improve our communities. At every one of our locations, employees demonstrate their commitment to STAR and our customers by honoring our core values of Honesty & Integrity, Accountability, Respect for All, Do What’s Right, Commitment to Lifelong Learning, Community Leadership, Being Progressive, Celebrating Success and Remaining Independent. STAR Financial Bank proudly celebrates diversity and remains conscious of the realization that diversity is not solely represented by physical characteristics. STAR is an equal opportunity employer (EEO) with a commitment to inclusivity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. STAR complies with applicable STAR and local laws governing non-discrimination in employment in every location in which we have facilities. The Customer Support Representative role is included in a workplace model that includes both in-person and remote work. As a Customer Support Representative, essential responsibilities include: Process customer ITM transactions via video interaction accurately and efficiently, while providing a high level of customer service according to STAR’s sales and service guidelines; make sound decisions affecting the status of customer accounts based on available information and established procedures and/or provide superior customer service including the opening of new accounts. Handle all phases of teller transactions including but not limited to checking, savings, and loans within designated limits, when appropriate. Complete all account maintenance issues in a timely manner. Examine and ensure validity of all requested transactions/interactions. Evaluate and respond timely to a wide variety of customer issues either through direct personal action or referral to the proper source. Provide expertise and guidance to our customers while educating them on products, services, and technology available to them. Answer inquiries from customers regarding products, procedures, regulations, and fees. Develop and maintain a strong, working knowledge of all bank products and services in order to provide the best customer service using STAR cross-sell techniques as appropriate. Develop and maintain a strong technical knowledge of the core banking system. Verify endorsements as required by teller operational policies. Report suspicious activity through proper channels. Adhere to and applies all operational policies and procedures, as well as comply with all Federal and State related regulations. Generate new business to assist in meeting establishment profitability goals.

Requirements

Ability to maintain a professional image through appearance, communication, personality and representation of the STAR brand and calmly handle stressful situations.
Possess excellent hand-eye coordination, along with demonstrated ability to multi-task utilizing multiple software systems, multiple monitors and audio/video technology.
Possess interpersonal communication skills.
Ability to perform at a high level within a complex, multi-functional technical environment.
Ability to assess risk, exercise discretion and handle sensitive and confidential issues.
Exceptional verbal and written communication skills.
Strong listening skills.
Highly organized and detail oriented.
Advanced computer skills with experience using Microsoft Office Suite, as well as 10- key and alphanumeric data entry.

Responsibilities

Process customer ITM transactions via video interaction accurately and efficiently, while providing a high level of customer service according to STAR’s sales and service guidelines
Make sound decisions affecting the status of customer accounts based on available information and established procedures and/or provide superior customer service including the opening of new accounts.
Handle all phases of teller transactions including but not limited to checking, savings, and loans within designated limits, when appropriate.
Complete all account maintenance issues in a timely manner.
Examine and ensure validity of all requested transactions/interactions.
Evaluate and respond timely to a wide variety of customer issues either through direct personal action or referral to the proper source.
Provide expertise and guidance to our customers while educating them on products, services, and technology available to them.
Answer inquiries from customers regarding products, procedures, regulations, and fees.
Develop and maintain a strong, working knowledge of all bank products and services in order to provide the best customer service using STAR cross-sell techniques as appropriate.
Develop and maintain a strong technical knowledge of the core banking system.
Verify endorsements as required by teller operational policies.
Report suspicious activity through proper channels.
Adhere to and applies all operational policies and procedures, as well as comply with all Federal and State related regulations.
Generate new business to assist in meeting establishment profitability goals.