Customer Support Specialist 4

Responsibilities

• Handles incoming email/ telephone calls from internal/external customers according to established Call Center standards in a professional manner, and taking follow-up action as necessary.
• Performs all duties and interacts with internal and external customers in a manner aligned with the Company’s Core Values of Teamwork,
• Integrity and Exceptional Services (TIES)
• Answer incoming email/ telephone calls in accordance with established Call Center standards and assist customers with
• various general banking needs in a professional manner and follow through with appropriate action.
• Provide customers with account information, help them resolve problems/issues/concerns, and contact appropriate
• personnel/departments as required.
• Document and/or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
• Provide customers with general information on CPB products/services and other general information.
• Branch/ATM location and hours:
• Rates and fees
• Deposit and loan accounts
• Convenience and monetary products/service
• Fulfill customers’ special requests by utilizing support systems/tools or refer to appropriate personnel/departments.
• Prepare update forms for deposit and loan accounts, such as address and phone number changes.
• Prepare requests for duplicate statements, stop payments, fee waiver, check orders, close accounts, etc.
• Cancel lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
• Convert inquiries into account openings by referring customers to appropriate business units.
• Performs all other job-related duties as required or assigned.

Qualifications

• Strong written and oral communication skills.
• Quick learner, with the ability to understand banks’ loan policies and procedures.
• Ability to build rapport with customers.
• Ability to prioritize and multitask.
• Keen to details, highly organized
• Highly motivated, professional individual
• Proven critical thinking and problem-solving skills
• Work independently & communicate effectively with all levels in the organization.
• Knowledgeable with bank-related processes or documents.

Screening Criteria

• MUST HAVE STABLE EMPLOYMENT HISTORY.
• 1+ years of banking and/or financial services customer service experience.