What are the responsibilities and job description for the CUSTOMER SUPPORT ESCALATION REP position at Pinnacle Bank/Bank of Colorado?
CUSTOMER SUPPORT ESCALATION REP
Department : 22S5- Customer Support Center
Employment Type : Full Time
Location : Pinnacle Support Center
Description
GENERAL SUMMARY : The Customer Support Escalation Representative is responsible for providing customer service and enhanced support for online business banking customers via phone, chat and email. The position works under the direction of the Customer Support Center Supervisor(s) and follows established policies and procedures.
RESPONSIBILITIES AND DUTIES :
- Help customers with a high level of customer service : answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, returned deposit items, overdraft product choices, account updates and various other tasks.
- Stay informed and knowledgeable of personal and business banking products, services and rates for different charters and markets. Keep up to date and aware of all banking regulations, procedures and bank policies that apply to the job function.
- Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
- Correctly input or verify customer information in database; start and or finish proper request forms and procedures in helping customers.
- Support Customer Support Supervisors with staff training.
- 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 :
EDUCATION AND 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.
More details
Department experience preferred. As subject matter experts for support teams, Escalation Representatives provide advance support to Customer Support Representatives. Varied schedule to provide Department coverage of Hours 8am-8pm Weekdays 8am-5pm weekends.
