What are the responsibilities and job description for the Customer Support Specialist position at FNB BANK INC?
Description
JOB SUMMARY
The Customer Support Specialist (CSS) is responsible for reaching and maintaining goals of optimum efficiency and providing exceptional customer service, all while adhering to Bank Policies and Procedures. The CSS will answer inbound telephone calls, offer on-line banking & bill pay product support, and handle e-mail-based customer. This position will also provide support to branch staff.
ESSENTIAL FUNCTIONS
1. Provide an exceptional customer service experience by serving customers over the phone, and by email.
2. Problem solve and retain and grow profitable business.
3. Assist in fraud investigations including identification and research in all aspects, including transactional fraud subject to Regulation E.
4. Recognize a customer’s needs and offer a solution that best suits the individual.
5. Assist in developing a personal relationship with digital bank customers by supporting the banks online account opening module and customer onboarding program.
6. Maintain up to date knowledge on company products, customer service skills, telephone skills, effective listening skills, sales and computer skills, and problem solving.
7. Learn and utilize online products offered by FNB.
8. Manage and adhere to all regulatory requirements regarding account opening and customer contact situations, including but not limited to the Bank Secrecy Act.
9. Perform other job-related duties or special projects as assigned.
Requirements
REQUIREMENTS AND QUALIFICATIONS
1. Banking or call/customer center experience preferred. Customer Service Experience required.
2. Strong written and verbal communication skills, including the ability to proofread and make grammatical and spelling corrections.
3. Strong voice and ability to be easily understood over the telephone.
4. Ability to adapt to new rules and/or procedures.
5. Must be a team player.
6. Strong research and analytical skills are a plus.
7. Proficient in Microsoft Office Products, the internet and other bank software programs.
8. Bi-lingual preferred, but not required.
WORKING CONDITIONS
1. Hand dexterity required to operate computer terminal and/or related equipment.
2. Eye Coordination required to operate computer.
3. Drive to and attend meetings as required.
4. Move around bank between levels or floors while performing duties.
5. Bending and stretching in work area.
6. Sitting at desk or computer workstation for extended periods of time.
7. Lift up to 15 pounds.
At FNB our goal is to be a diverse workforce that is representative of the communities that we serve. All aspects of employment including the decision to hire, promote, discipline or discharge, will be based on merit, qualifications, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We are a VEVRAA federal contractor.
