CUSTOMER SUPPORT SUP

Pinnacle Bank • Gretna, NE

278d

About The Position

Responsible for daily operations of Customer Support Center. Interviews and hires of new applicants, conducts performance appraisals and assist with budget. Monitors state and federal regulations to ensure compliance within the department. Provides support for all Charters. Advises management on technical and operational issues regarding the department. Ensures that customer service standards are maintained. Provide customer service and support for external and internal customers regarding inquiries and problem resolution.

Requirements

• High school graduate or equivalent
• 2 years of prior banking experience or equivalent is generally expected.
• Previous customer service or call center experience required
• Knowledge of banking products and procedures.
• Skill to operate a PC with keyboard with accuracy and speed.
• Ability to have excellent telephone communication skills.
• Ability to problem solve.
• Ability to perform data entry and basic computer skills.
• Ability to work under pressure and have constant interruptions while doing assigned responsibilities.
• Ability to maintain a high level of confidentiality.
• Ability to function as a team player.

Responsibilities

• Provide full customer service by performing a broad variety of duties assisting customers with account questions, reconciling statements, research customer request, problem resolution, Debit Card matters, deposit items return, overdraft product options, account maintenance and various other duties.
• Listen to customer needs; educate and promote products including Online Banking, Bill Pay and Mobile Banking in a professional manner.
• Responsible for staff training, training material and ongoing changes to processes and policies to support excellent customer service.
• Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets.
• Keep updated and knowledgeable of all banking regulations, procedures and bank policies applicable to the job function.
• Accurately enter or confirm customer information into database; initiates and or completes proper request forms and procedures in assisting customers.
• Assist Customer Support Specialist Manager with bank mergers.
• Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
• Perform any other duties assigned.

Benefits

• 8 paid holidays.
• 17 PTO days each year for the first five years of employment.
• New employees will receive 12 hours of paid sick time upon their hire date.
• After five years, 22 PTO days each year.
• After ten years, 27 PTO days each year.
• Health, dental, prescription drug card, vision, and voluntary life insurance plans.
• Health Savings Account with employer contributions.
• Flexible medical and dependent care spending plans.
• Parental Leave after one year of full time employment.
• 401K plan after 3 months and start of next quarter with employer contributions and profit sharing.
• Free checking account and basic printed checks.
• Free safe deposit box.
• $15,000 group term life insurance.
• Long term disability insurance.
• Employee Assistance Program.
• Educational Assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED