Customer Support Specialist - Part time

Andover Bank•Andover, OH

4d•Onsite

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 to both internal and external customers, while maintaining knowledge of bank regulations, security, compliance responsibilities, products, and policies. Satisfactory completion of all required training and maintaining a positive, professional, customer-oriented attitude are essential. The role involves processing customer service calls to ensure superior customer service, technical accuracy, and adherence to company policies. Key duties include identifying and handling customer inquiries completely and accurately, resolving customer complaints to their satisfaction, educating customers about products and services, and promoting/selling products or services to optimize each customer contact. Additional tasks include processing check orders, handling customer telephone requests (address changes, coin orders, research requests, debit card limit increases), processing returned mail, and assisting customers with online banking, debit card, and Infoline inquiries. The specialist is also expected to suggest call center improvements, participate in initiatives for increased effectiveness, attend meetings and trainings, and accept coaching while adhering to the work schedule. Other duties may be assigned.

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

Handles incoming calls and provides superior telephone customer service.
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.
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.