Customer Support Specialist - Part time
About The Position
The Customer Support Specialist handles incoming calls and provides superior telephone customer service. This role requires regular onsite attendance and the ability to work effectively in a team environment. The specialist will provide accurate, efficient, and exceptional customer service, maintaining knowledge of bank regulations, security, compliance, products, policies, and procedures. They will also complete all required training, maintain a positive and professional attitude, and process customer service calls to ensure accuracy and conformity to company policies. Key responsibilities include identifying and handling customer inquiries, resolving complaints, educating customers on products and services, promoting and selling products, operating the Live Chat feature, processing check orders, handling customer requests like address changes and coin orders, processing returned mail, assisting with online banking and debit card inquiries, suggesting call center improvements, and participating in meetings and trainings. The role also involves accepting coaching, direction, and adhering to the work schedule. Other duties may be assigned as needed.
Requirements
- High school diploma or general education degree (GED) required.
- Two to four years related experience and/or training; or equivalent combination of higher education and experience.
- Exceptional verbal communication skills.
- Ability to read and comprehend simple instructions, short correspondence and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages and decimals.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to perform basic computer skills and operate computer programs.
Responsibilities
- Provides accurate, efficient and exceptional customer service to both internal and external customers
- Maintains knowledge of bank regulations, security and compliance responsibilities, products, policies, procedures and meets deadlines
- Satisfactorily completes all training required for the position
- Maintains a positive, professional customer-orientated attitude
- Processes all customer service calls to promote superior customer service, technical accuracy, and conformity to all company policies
- Identifies and handles customer inquiries completely and accurately
- Resolves customer complaints and problems to the satisfaction of the customer
- Educates the customer about the organization’s products and services and directs them to available resources for self-help
- Explains, promotes and sells products or services to optimize the opportunity of each customer contact
- Operates Live Chat feature
- Processes check orders for customers
- Processes customer telephone requests such as; Address changes, Coin orders, Research requests, Debit card limit increases
- Processes returned mail
- Assists customers with online banking, debit card, and Infoline inquires
- Suggests call center improvements and participates in initiatives for increased effectiveness
- Participates in meetings and trainings to ensure up-to-date knowledge
- Accepts coaching, direction and adheres to the work schedule
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
