Customer Support Specialist I

This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answers inquiries on all types of new and existing products and services. Must maintain a thorough knowledge base of bank / call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. Must develop the necessary skills to work independently in a remote or onsite environment.

Responsibilities :

• Serves as banks first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
• Must maintain a detailed knowledge base of banks basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
• Actively listens to determine full extent of customers needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills.
• Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Responsible for achieving entry level sales and service standards as set forth by senior management.

Requirements :

Education and Experience :

Skills / Knowledge :

Working Conditions :

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