CUSTOMER SUPPORT REP

CUSTOMER SUPPORT REP

Department : 22S5- Customer Support Center

Employment Type : Full Time

Location : Pinnacle Support Center

Compensation : Depends on Experience

Description

GENERAL SUMMARY : The Customer Support Representative is responsible for providing customer service and technical support for online banking customers via phone, chat and email. The position works under the direction of the Customer Support Supervisor(s) and follows established policies and procedures. Bilingual preferred.

Department hours 8am-8pm weekdays 8am-5pm weekends. Variety of shifts available for flexible scheduling. Weekend availability required for candidates. Bilingual pay differential available for qualified candidates.

RESPONSIBILITIES AND DUTIES :

• Help customers with various tasks such as answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, deposit item returns, overdraft product choices, account maintenance and other duties as needed.
• Stay informed of personal and business banking products, services and rates for different charters and markets. Keep up to date and knowledgeable of all banking regulations, procedures and bank policies relevant to the job role.
• Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
• Correctly input or verify customer information into database; start or complete proper request forms and procedures to help customers.
• 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 :

Seeing : 75-100%

Must be able to read computer screens and reports

Hearing : 75-100%

Must be able to communicate with customers.

Standing / Walking : 0-24%

Climbing / Stooping / Kneeling : 0-24%

Lifting / Pulling / Pushing : 0-24%

Fingering / Grasping / Feeling : 75-100%

Must be able to operate a computer.

PHYSICAL DIMENSIONS :

Exerting up to 50 pounds of force occasionally, and / or a negotiable amount of force frequently or constantly to lift, carry or otherwise move objects. Job involves sitting, walking and standing.

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 hours are 8am-8pm weekdays, 8am-5pm weekends. A variety of shifts are available for flexible scheduling. Weekend availability required for candidates. Bilingual pay differential available for qualified candidates.