Customer Support Team Lead

Customer Support Specialist

Position Summary - all Generations Bank phone lines are directed through the Customer Support Department and the Customer Support Specialist is the first point of contact for Generations Bank customers. As such, the Customer Support Specialist should answer incoming phone calls promptly, greet the customer professionally, and ask questions to gain insight into how the customer can be helped before transferring the customer to branch staff. The Customer Support Specialist should be knowledgeable and comfortable in the use of Generations Bank products and services enough to provide customer support. The Customer Support Specialist will be provided with information for any special campaigns that are being offered and should be able to accurately provide information to customers regarding these campaigns. Customer Support Specialist should be able to provide information to customers via telephone or email requests while promoting a professional bank image and should be able to resolve problems within given authority.

What Makes Generations Bank Different? We prioritize a diverse and talented group of people who are encouraged to bring their full self to work. We are committed to a common goal, serving our community. Our four core values are more than words, they're at the heart of everything we do. We believe a team with a strong culture and unified purpose is better in the long run.

Core Values:

• Accountability: We believe our work commitments should be done fully, and lending a hand to fellow team members isn't optional.
• Relationships: We believe when we treat our team and customers with humility, dignity, and pride we reach our highest potential.
• Communication: We believe in proactively sharing ideas and information.
• Stewardship: We believe each team member should care for our assets and opportunities as if they were their own.

If you share a common vision in our culture and core values, we encourage you to apply.

What Does a Customer Support Specialist Do?

For a full job description, hit the Full Job Description button below.

Other Information

This is a full-time, non-exempt (hourly) position. The work schedule is regular business hours, M-F, with occasional Saturdays.

This position is based on site at our corporate offices in Rogers (not as a remote position).

What Are The Requirements? These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

BASIC QUALIFICATIONS - you must have these to be considered for this role:

• High school diploma or equivalent (GED).
• 2 or more years of experience in banking and/or call center (or combination of both).
• 1 or more years of management experience.
• Ability to perform the essential function and physical demands of the job as listed on the Full Job Description.

PREFERRED QUALIFICATIONS - if you have these you will stand out:

• Fluent bilingual language skills (English and Spanish).
• Strong organizational skills - ability to multitask.
• Customer focus.
• Teamwork orientation and an interest/capacity in cultivating strong working relationships"
• The ability to provide leadership, supervision, and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
• Skill to articulate thoughts clearly and listen actively.
• Knack for retaining knowledge.
• Keen attention to detail.
• Adaptable, "go with the flow" attitude.
• Friendly, positive attitude.
• Calmness under pressure.
• Intermediate level of ability using technology including, but not limited to, the following: telephone, smart phone, copy machine, adding machine (calculator), scanner and image systems, scanning equipment, computer terminal, laptop, personal computer, tablet, printers.

Why should I apply?

• Competitive Wages
• Comprehensive and affordable medical, dental and vision benefits
• Paid time-off program
• Company-paid holidays (10 annually)
• 401(k) with Company Match
• Company-paid Basic Life Insurance
• Company-paid Short-Term Disability
• Employee Assistance Program
• Paid Maternity and Paternity Leave
• Training and Advancement opportunities
• Company-sponsored volunteer opportunities