Customer Service Analyst II

A JCBank Customer Service Analyst II (CSA II) is responsible for understanding and performing CSA Level I tasks as well as providing a higher level of support to customers with more complex issues or questions. Analysts engage customers using effective communication, probing questions, and critical thinking in order to resolve issues, troubleshoot and provide solutions to their needs. By identifying immediate and underlying financial needs of customers, Customer Service Analyst will respond with relevant advice and educate customers on available bank products and services. Customer Service Analyst will maintain a professional, courteous, and friendly manner and respond knowledgably by guiding and supporting customers with extraordinary service.

SKILLS, KNOWLEDGE, AND/OR ABILITIES

a. Detail-oriented individual

b. Excellent interpersonal skills

c. Excellent organizational skills

d. Self-disciplined with the ability to work independently

professionalism and customer service experience

e. Deep knowledge of Bank's products, services, and processes

f. Knowledge of Bank policies and procedures regarding deposit operations, electronic banking, and business services

g. Problem solving skills and ability to troubleshoot technical issues

h. Analytical thinker

i. Ability to multi-task, prioritize, and remain flexible

j. Ability to meet established deadlines

k. Ability to maintain confidentiality

EDUCATION, TRAINING, AND/OR EXPERIENCE

a. High School diploma or GED required.

b. Strong customer service experience required.

c. 1-3 years of banking experience preferred.