Customer Support Center Agent

Description

Department: Customer Support Center

Reports to: Customer Support Center Manager

Supervises: None

Grade: 4

Summary: Promptly answer 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.

Essential Job Functions

• Uphold FSB Standards of Behavior
• Answer incoming customer and internal complaints / inquiries as quickly and efficiently as possible both on the phones and through Banno forms/ chat messages
• Provide customers with product and service information
• Provide referral sale as opportunities arise
• Research and resolve customer and internal inquiries and issues in a timely fashion
• Follow-up on customer and internal inquiries not immediately resolved
• Transfer maintenance forms and /or telephone calls as needed to appropriate individuals and departments
• Maintain confidentiality of all bank and customer information
• Process and review check orders in Deluxe. Verify and resolve Synapsys events including text banking enrollment and customer maintenance events. Process and review online banking applications. Activate gift cards.
• Assist Deposit Operations Department, Debit Card Desk and eBanking Department.
• Trained on FSB’s Customer Acquisition and Growth program and able to perform duties aligned with the program.
• Perform other related duties as assigned

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. This position requires regular use of a computer. The employee must be able to travel between branch locations on a regular basis. The noise level in the work environment is usually light to moderate.

Requirements

Job Requirements

• High School Degree
• Minimum banking experience of 1 year
• Knowledge of Xperience, Synapsys, MS outlook, Word, and Excel a plus
• Solid customer service skills, including abilities to maintain a pleasant demeanor, communicate tactfully and patiently with customers, and exercise good judgment
• Understanding of FSB Products and Services
• Ability to prioritize duties and multitask.

Salary : $17 - $25