GENERAL SUMMARY: The Customer Support Representative is responsible for providing customer service and technical support for online banking customers via phone, chat and email.
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customer-support
GENERAL SUMMARY: The Customer Support Representative is responsible for providing customer service and technical support for online banking customers via phone, chat and email. The position works under the direction of the Customer Support Supervisor(s) and follows established policies and procedures.
RESPONSIBILITIES AND DUTIES:
Help customers with various tasks such as answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, deposit item returns, overdraft product choices, account maintenance and other duties as needed.
Stay informed of personal and business banking products, services and rates for different charters and markets. Keep up to date and knowledgeable of all banking regulations, procedures and bank policies relevant to the job role.
Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
Correctly input or verify customer information into database; start or complete proper request forms and procedures to help customers.
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.
Skills in problem solving.
Ability to make sound decisions using information at hand.
EDUCATION AND EXPERIENCE:
High school graduate or equivalent
1 year of customer service or banking 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.
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