Customer Support Specialist

GreenWay Bank • Fort Wayne, IN

4d • $18 - $20 • Onsite

About The Position

GreenWay Bank is seeking a Customer Support Specialist to join their centralized Customer Support team. This role is responsible for owning the customer experience by serving as the primary point of contact for customers and frontline staff. Responsibilities include in-person service, phone, email, chat, account servicing, digital banking support, and issue resolution. The specialist will deliver exceptional service by providing timely, accurate, and professional support while building trusted relationships. Key duties involve opening new accounts, servicing deposit accounts, supporting digital banking platforms, resolving inquiries, researching issues, processing maintenance requests, and assisting customers with banking products and services. This role requires partnering with various internal departments to resolve issues and ensure a seamless customer experience. Success depends on a passion for customer service, strong communication skills, sound judgment, attention to detail, adaptability, and a commitment to relationship building and solution-oriented support.

Requirements

• High school diploma or equivalent required.
• Demonstrated commitment to delivering exceptional customer service and building lasting customer relationships.
• Strong understanding of deposit products, account servicing, digital banking, and consumer banking operations.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to effectively resolve customer concerns while exercising sound judgment and professionalism.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail and commitment to accuracy.
• Ability to identify customer needs and make appropriate referrals to deepen banking relationships.
• Demonstrated ability to work collaboratively with customers, teammates, and internal business partners.
• Proficiency with banking technology, digital platforms, and Microsoft Office applications.
• Equivalent combinations of education, experience, training, certifications, and professional development will be considered.

Nice To Haves

• Associate’s degree in Business, Communications, Finance, Accounting, Banking, or a related field (or equivalent work experience) preferred.
• Minimum of two (2) years of customer service, retail, banking, deposit operations, or related financial services experience preferred.
• Experience opening new accounts and supporting digital banking platforms preferred.

Responsibilities

• Deliver exceptional customer service through various communication channels (in-person, phone, email, chat, secure messaging).
• Build trusted relationships with customers by understanding their financial needs and providing knowledgeable support.
• Serve as a primary resource for customer account servicing, issue resolution, and relationship management.
• Open new consumer and business deposit accounts in accordance with policies and regulatory requirements.
• Manage online account applications, ensuring timely follow-up and accurate processing.
• Educate customers on GreenWay Bank’s products, services, digital banking tools, and self-service resources.
• Research and resolve customer questions, account concerns, and service requests professionally and responsively.
• Provide support for digital banking platforms, including online banking, mobile banking, and electronic services.
• Process account maintenance requests, documentation updates, and other customer servicing activities accurately and timely.
• Coordinate with internal departments to resolve customer issues efficiently.
• Escalate complex customer concerns through appropriate channels while maintaining ownership through resolution.
• Identify opportunities to strengthen customer relationships by recognizing financial needs and discussing applicable products and services.
• Make timely referrals to appropriate business partners based on customer needs.
• Perform customer support responsibilities accurately, timely, and in accordance with established policies and procedures.
• Maintain complete and accurate customer records, documentation, and system information.
• Assist with operational tasks assigned to the Customer Support team.
• Maintain working knowledge of banking regulations, products, services, and technology.
• Serve as a trusted resource for branches and internal departments by responding to questions and providing support.
• Collaborate with internal partners to ensure a consistent and seamless customer experience.
• Communicate customer feedback, trends, and service opportunities to leadership for continuous improvement.
• Identify opportunities to improve customer service, workflow efficiency, and operational processes.
• Participate in training and professional development opportunities.
• Contribute to a positive, collaborative, and customer-focused team environment.
• Perform other duties, responsibilities, and special projects as assigned.

What This Job Offers

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