Services Support Representative (Bilingual)

Dollar Bank-posted 6 months ago
Full-time • Entry Level
Pittsburgh, PA
Professional, Scientific, and Technical Services
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The Services Support Representative (Bilingual) is responsible for accurately, courteously, and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests. The Services Support Representative is also responsible for handling customer inquiries regarding Online Banking, Text Message Banking, Zelle, and mobile apps. This includes inbound and outbound phone calls, web chats, and emails (including Secure Message Center). In addition, the Services Support Representative is responsible for supporting customers with challenges navigating Online Banking transactions, downloading mobile apps, and signing up for Text Message Banking. This position has a rotating schedule including some weekday evenings and some Saturdays. The Customer Service Center is open Monday through Friday from 8:00AM-8:00PM and Saturday from 9:00AM-3:00PM.

  • Process payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests accurately and efficiently.
  • Assist customers with Online Banking questions, including sign-up, password reissues, and transaction completion.
  • Support customers in downloading and navigating mobile apps and mobile web.
  • Help customers sign up for Text Message Banking and use the system.
  • Keep management informed of customer issues to help drive traffic and increase conversion.
  • Assist branch employees with inquiries regarding online channels.
  • Test new designs and navigation for online channels.
  • Handle calls for online banking business customers.
  • Submit and review Online Banking Problem forms.
  • Communicate with customers via email and Secure Message Center.
  • Conduct outbound calls to customers regarding issues with their online accounts.
  • Recognize sales opportunities and refer leads to Account Sales.
  • Participate in ongoing customer service and sales training.
  • High School Diploma/GED required; College degree preferred.
  • At least one year of customer service experience required, preferably supporting online channels.
  • Bilingual (English/Spanish) verbal and written communication skills required.
  • Strong customer service orientation and experience.
  • Ability to assess customer needs and respond accordingly.
  • Ability to handle emotionally charged situations professionally and diplomatically.
  • Ability to learn Dollar Bank retail products/services, regulations, policies, and procedures.
  • Excellent computer, internet, smartphone, and technical skills required.
  • Ability to work independently and with a group.
  • Excellent interpersonal skills and a professional demeanor.
  • Strong problem-solving skills.
  • Excellent organizational and time management skills.
  • Ability to adapt to a changing environment.
  • Comprehensive benefits package including medical, dental, vision, 401(k) with immediate vesting, tuition reimbursement, and gym membership reimbursement for full-time employees.
  • Part-time employees qualify for 401(k) with immediate vesting, tuition reimbursement, and gym reimbursement.
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