Description
GENERAL SUMMARY:
The Customer Support Escalation Representative is responsible for providing customer service and enhanced support for online business banking customers via phone, chat and email. The position works under the direction of the Customer Support Center Supervisor(s) and follows established policies and procedures.
RESPONSIBILITIES AND DUTIES:
- Help customers with a high level of customer service: answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, returned deposit items, overdraft product choices, account updates and various other tasks.
- Stay informed and knowledgeable of personal and business banking products, services and rates for different charters and markets. Keep up to date and aware of all banking regulations, procedures and bank policies that apply to the job function.
- Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
- Correctly input or verify customer information in database; start and or finish proper request forms and procedures in helping customers.
- Support Customer Support Supervisors with staff training.
- Ability to keep regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
- Perform any other duties assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
- Knowledge of Fiserv internet banking software and general banking operations.
- Ability to communicate effectively with management, customers, and co-workers.
- Ability to pay close attention to detail and work with a high degree of accuracy.
- Ability to meet deadlines and work independently.
- Ability to assist others within the department.
- Ability to make sound decisions using information at hand.
- Skills in problem solving.
EDUCATION AND EXPERIENCE:
- High school graduate or equivalent.
- 1 year of Customer Service Representative experience.
PHYSICAL REQUIREMENTS:NOTE: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.
More details
The Customer Support Escalation Rep is a position available for candidates with 1 year service in a CSR position or banking. Product experts are responsible for answering questions and handling situations that require extra care. Other duties for the position include team support coverage of critical evening and weekend hours. Evening and Weekend availability is required.