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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.
Job Location: Site Only

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