What are the responsibilities and job description for the Customer Support Center Agent position at Farmers State Bank?
Job Description:
The Customer Support Center is responsible for promptly answering phones to respond to general customer inquiries and complaints in an attempt to satisfy their needs. Project a friendly and professional company image through phone interaction.
Key Responsibilities:
- Uphold FSB Standards of Behavior
- Respond to customer and internal complaints/inquiries as quickly and efficiently as possible via phone, Banno forms, and chat messages
- Provide customers with product and service information
- Pursue referral sales as opportunities arise
- Research and resolve customer and internal inquiries/issues in a timely fashion
- Follow-up on unresolved customer and internal inquiries
- Transfer maintenance forms and/or telephone calls to appropriate individuals/departments as needed
- Maintain confidentiality of all bank and customer information
- Process and review check orders in Deluxe, verify and resolve Synapsys events (text banking enrollment, customer maintenance), process online banking applications, and activate gift cards
- Assist Deposit Operations Department, Debit Card Desk, and eBanking Department
- Trained on FSB's Customer Acquisition and Growth program and perform duties aligned with the program
Requirements:
- High School Degree
- Minimum 1 year banking experience
- Familiarity with Xperience, Synapsys, MS Outlook, Word, and Excel (a plus)
- Solid customer service skills (maintain a pleasant demeanor, communicate tactfully and patiently, exercise good judgment)
- Understanding of FSB Products and Services
- Ability to prioritize tasks and multitask
