CUSTOMER & BRANCH SUPPORT ANALYST

Socket.dev; Lafayette (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

Socket.dev is seeking a customer service focused Call Center Associate to support internal and external banking customers. The role requires ownership of issues, strong communication, and the ability to resolve inquiries while maintaining satisfaction.

You will handle high call volumes, identify needs, and guide customers through banking processes. You will also support cross‑department tasks, adhere to regulatory requirements, and seek opportunities to promote bank products and services.

Qualifications

• High School Diploma
• Experience in a Customer Support role with focus on customer needs
• Team oriented and willing to help all departments
• Strong phone and communication skills with active listening
• Familiarity with CRM systems; Synapsys a plus
• Banking experience required
• Ability to multi-task and manage time effectively
• Proficiency in Outlook and Word

Responsibilities

• Answer incoming calls to solve customer issues and inquiries
• Provide courteous, professional service to internal and external customers
• Identify customer needs and offer best solutions
• Resolve escalated inquiries including overdrafts and account questions
• Cross-train and support other department functions
• Promote bank products and services when appropriate
• Follow bank, regulatory, and legal requirements
• Attend educational seminars to improve knowledge

Skills

Customer service

Communication

Teamwork

Active listening

Education

High School Diploma

Tools

CRM systems

Job description

Summary

The ideal candidate will be experienced with providing excellent customer service to both Internal and External customers. The successful candidate will accept ownership for effectively solving all customer issues and inquiries while keeping customer satisfaction at the core of every decision and behavior. Within this role the candidate will possess a dual role as a Call Center associate. The candidate will be required to complete daily tasks while answer incoming phone calls to effectively solve customer issues, complaints, and inquiries.

Primary Responsibilities

• Services both internal and external customers with retail banking inquiries and needs in a courteous and professional manner while providing prompt, efficient and accurate service


• Manage large amounts of inbound and outbound calls in a timely manner
  
  
  
  • Quickly identify customers’ needs
  
  
  • Clarify information provided to offer best solution
  
  
  • Identify root cause of problem and use tools and resources appropriately to determine how to resolve customer issues
  
  
  • Resolves all escalated telephone inquiries which may include issues such as the following:
  
  
  
  

1. Overdrafts


2. Debit and Credit card issues


3. Account balances


4. Cleared checks and check ordering


5. Requests for copies of statements


6. Online Banking questions


7. Automated Phone System questions


8. Deposits inquiries


9. Stop Payments

• Analyze reports including, but not limited to:
  
  
  
  1. Warnings report
  
  
  2. Business Net Teller / Cash Management applications
  
  
  3. Debit card report
  
  
  4. Large items report
  
  
  
  


• Review RDA deposits through Smart Pay Portal


• Finboa program; Fraud research for Debit Card transactions


• Process and order debit cards for customers


• Balance checking and savings accounts as requested by customers


• Place Harland Check orders


• Balance Savings Bonds


• Quote Loan Pay Offs


• Print various disclosures/notices CDs, IRAs and Safe Deposit Boxes


• Print Hold statements every 1stof the month through 4-Sight


• Looks for opportunities to sell bank products and services to benefit the customers


• Attend educational seminars to improve knowledge and performance level


• Follow appropriate bank, regulatory and legal requirements


• Meet personal and team qualitative and quantitative targets


• Performs related duties as assigned and is cross trained in other department functions.

Requirements

• High School Diploma


• Experience in a Customer Support role to include customer focus and adaptability to different personalities


• Works well in a team-oriented environment. Willingness to help all departments and branches of the bank.


• Strong phone and communication skills, as well as active listening skills


• Familiarity with CRM systems and practices; Synapsys experience a plus


• Banking experience required


• Ability to multi-task, set priorities and manage time effectively


• Computer proficiency in Outlook and Word required

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.