Banking Support Specialist — First-Call Resolution

Choiceone-Bank; Fenton (MI); On-site; USD 19,000 - 25,000; Full time

Job summary

ChoiceOne Bank is seeking a friendly, customer-focused Call Center Representative to deliver world-class service and promote financial discipline.

In this full-time on-site role in Michigan, you will handle customer inquiries, resolve issues on first call, record interactions in Synapsys, and refer products to help clients meet financial goals. Bilingual skills are preferred and reliability is essential for success.

Qualifications

• High School Diploma or GED.
• Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred.
• Bilingual preferred.

Responsibilities

• Provide friendly, helpful service that promotes financial discipline.
• Prepare for daily interactions with a professional mindset and an organized workstation.
• Maintaining knowledge of the bank’s products, services, and processes.
• Proactively greeting clients with a smile and warm tone.
• Understanding the client’s objectives by asking appropriate questions and listening to the client’s responses.
• Recommending the best solution or guiding the client to the appropriate staff to accomplish the client’s needs.
• Processing the transaction accurately and efficiently.
• Following up with the clients to ensure satisfaction and provide encouragement.
• Proactively displaying teamwork and respect for other team members.
• Answer incoming calls quickly and efficiently, escalating issues when appropriate.
• Take ownership of call and respond with a “First Call Resolution” mindset.
• Maintain, cross-sell, and refer all ChoiceOne products.
• Record all client contact, sales, or referrals via Synapsys.
• Attends department meetings as scheduled.
• Be familiar with and comply with the Bank Secrecy Act and USA PATRIOT Act and related reports.
• Be familiar with and comply with all federal and state banking regulations.

Skills

Communication

Problem Solving

Customer Service

Ethics

Interpersonal Skills

Reliability

Education

High School Diploma or GED

Tools

Synapsys

Job description

ChoiceOne Bank is seeking a friendly, customer-focused Call Center Representative to deliver world-class service and promote financial discipline.

In this full-time on-site role in Michigan, you will handle customer inquiries, resolve issues on first call, record interactions in Synapsys, and refer products to help clients meet financial goals. Bilingual skills are preferred and reliability is essential for success.