Customer Support Specialist

First Northern Bank of Dixon•Dixon, CA

3d•Remote

About The Position

The Customer Support Specialist works to identify solutions and support for all Bank customers regarding all Bank products and services via phone, internet or other electronic means. This role is responsible for assessing needs and determining appropriate actions (i.e. stop payment, ATM maintenance, funds transfers, research, etc.) for customer inquiries. The Customer Support Specialist will provide basic guidance for Online Banking. This role ultimately resolves basic problems independently and will partner with supervisor on more complex problems.

Requirements

Adaptability – ability to adapt to changes in the work environment while maintaining effectiveness, manage competing demands, and ability to change your approach or method to best fit the situation
Attendance/punctuality – consistently at work and on time
Customer Service – manage difficult or emotional customer situations, respond promptly to customer needs, and respond to requests for service and assistance
Communication – speak and write clearly and persuasively in all situations, listen, get clarification, and respond well to questions, and precise and exact when delivering information
Quality – demonstrate accuracy ad thoroughness and look for ways to improve and promote quality
Service – promptly respond to requests for service and assistance and meet commitments made to customers and other employees
Teamwork – maintain a positive working relationship with your team members and offer guidance when appropriate and welcome feedback from others
High School Diploma or GED
2 years of financial services, call center or customer service experience required

Responsibilities

Responsible for maintaining a professional demeanor and always adhering to First Northern Bank’s Telephone Etiquette Standards
Respond to customer inquiries through multiple platforms regarding the full range of customer transactions, banking products and services, account status and card status
Process all stop payments, funds transfers, check orders, Telebank access, and service charges fees/refunds for customers over the phone and through Online Banking
Review issues, perform research, and initiate resolutions within established guidelines
Inform customers of resolutions in a timely manner
Advise supervisor of irregular or recurring problems and makes recommendations to improve the service provided
Follow established Bank policies, procedures, and guidelines for transaction processing and customer service
Protect the Bank’s assets/income and maintain the confidentiality of customer information
Responsible for promoting the Bank’s philosophy of excellent customer service
Maintain current knowledge of Bank regulations; ensure compliance with all federal, state and Bank policies, procedures and regulations