Customer Support Representative

Journey Bank • Bloomsburg, PA

21h • Onsite

About The Position

Are you looking for a career with a purpose in your local community? By working at your community bank, you will find a sense of purpose in your everyday job. At Journey Bank we strive to assist, all members of our community, on their financial journey. Journey Bank is a strong, independent community bank with 22 locations and 290 employees. We are seeking a full-time Customer Support Representative to join our team and work on-site at our Operations Center in Bloomsburg, PA.
The Customer Support Representative must be able to assist customers in an efficient and professional manner. They determine the purpose and need of customer contact, answer inquiries and resolve problems related to deposit accounts, loans, electronic services and other banking services, recommend appropriate products, and transfer the caller to other personnel if needed. They must be detail-oriented to gather information and document accordingly.

Requirements

• The selected candidate must have the ability to use a computer with Windows and Web-based software applications including Microsoft Word and Excel.
• Proficient reading and math skills are required, as well as excellent interpersonal and communication skills (both verbal and written).
• Candidates must have proficient typing skills with high attention to detail and accuracy, and a positive and professional mannerism.

Nice To Haves

• Preference for working knowledge of bank operating policies and procedures.

Responsibilities

• Provides Customer Support as well as telephone support for Bank staff as follows:
• Strive for a "first call" resolution by assisting customers with phone and electronic inquiries. Escalation of call to appropriate department as needed for more complex questions or issues.
• Develop and maintain thorough knowledge of bank products and services and the policies and procedures for each one. This includes, but is not limited to, deposit accounts, loans, online banking, mobile banking, bill pay, Zelle, and debit cards.
• Performs outbound customer calls for E-Banking debit card fraud sheets.
• Retrieve and respond to all after-hours inquiries.
• Complete account research at customer's request.
• Develop and maintain thorough knowledge of all bank software applications and be able to quickly access information from multiple programs.
• Exhibit courtesy, poise, self-confidence and professionalism in manner, speech, and performance of duties.
• Maintain a professional demeanor when dealing with a difficult customer or situation and know when to escalate the problem to a supervisor or other area.
• Remain versed on all marketing initiatives and any communication distributed to Journey Bank customers.
• Participate in product promotions, sales initiatives, or customer satisfaction surveys. This may include making out-going calls to current or prospective customers.
• Cooperate with, participate in, and promote adherence to all internal policies, procedures, and practices in support of risk management and overall safety, soundness, and compliance with all regulatory requirements. This includes Bank Secrecy Act (BSA) training and complying with all BSA rules and regulations as they pertain to the job position within the Bank.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel.

Benefits

• We provide an excellent benefit package including medical, dental, vision, 401(k) matching, stock purchase program, paid holidays and generous paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed