Customer Support Associate

Nicolet Bank; Town of Howard, Northern (WI, KY); Hybrid; USD 32,000 - 46,000; Full time

Job summary

Nicolet National Bank in Wisconsin is seeking a Customer Support Associate to deliver service via telephone and internet, help build customer relationships, and support account services and sales. The role involves assisting customers with online and mobile banking, cards, and transfers, while promoting bank products.

It requires a rotating schedule starting as early as 6:45am and 8-hour shifts, with occasional Saturday work, and is in-office only.

Qualifications

• High School diploma or equivalent.
• Understanding of banking and related products and services typically acquired through 1–3 years of experience in a bank customer service role.
• Must work both independently and be a team player.
• Ability to sit for prolonged periods on the phone and concentrate visually on a PC.
• Effective verbal and written communication skills and strong interpersonal skills.
• 401(k) with a company match
• PTO & 11 1/2 Paid Holidays

Responsibilities

• Answer incoming calls via the Call Center and guide customers or determine the best contact within the bank.
• Provide excellent service to customers and co-workers by phone including active promotion of additional bank products and services.
• Assist customers with online and mobile banking, debit and credit cards, account inquiries and transfers.
• Assist internal customers with network and software password resets and functionality.
• Maintain a positive attitude while promoting products, services, and functions in a fast-paced environment.
• Engage in self-development through meetings, committees, training, reading materials, and maintaining product knowledge.
• Maintain and order department supplies and equipment.
• Uphold Nicolet’s policies by ensuring compliance with applicable laws and regulations.
• Work to understand and respect diversity in the workplace and support inclusion.
• Perform all other duties as assigned.

Skills

Customer service

Phone etiquette

Communication

Team player

Education

High School diploma or equivalent

Tools

PC proficiency

Banking software basics

Job description

At Nicolet National Bank, our culture is based on the principles of community banking, putting the needs of our customers at the forefront of our decision-making. Our Core Values drive everything we do, and we are committed to serving our customers with excellence. We believe that every job in our organization is critical to our success, and we are dedicated to creating a work environment where our employees feel valued, respected, and supported. With locations in Wisconsin, Michigan, Minnesota, Iowa, and Florida we are proud to service our local communities and make a positive impact on the lives of our customers. At Nicolet National Bank, we believe that our people are our most valuable asset, and we are committed to investing in their growth and development.

Schedule- We are looking for someone who can work a rotating schedule. The rotating schedule starts as early as 6:45am and goes as late as 6:00pm. These are 8 hours shifts that change weekly. This position will also have to work one Saturday every 3-4 weeks from 7:30am-12:00pm. This is an in-office job, remote work is not an option.

The Customer Support Associate is primarily responsible for providing service on wide range of banking services via telephone and/or internet. Assists in development of customer relationships, including account service and sales.

As a Customer Support Associate, you will:

• Answer incoming calls via the Call Center. Provides guidance directly to customer or determines most appropriate bank contact which to forward the inquiry.
• Provide excellent service to customers and co-workers by phone including actively promoting and selling additional bank products and services.
• Assist customers with online and mobile banking, debit and credit cards, account inquiries and transfers and various other financial service aspects.
• Assist internal customers with various network and software password resets and functionality.
• Maintain positive attitude while promoting products, services, and functions in fast-paced, multi-faceted environment.
• Actively engage in self-development through participation in meetings, committees, computer-based training, reading periodicals, maintaining product knowledge, etc.
• Maintain and orders department supplies and equipment.
• Uphold Nicolet’s philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of Nicolet.
• Ability to understand the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification. A commitment to Nicolet’s policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
• Perform all other duties as assigned.

Qualifications:

• High School diploma or equivalent
• Understanding of banking and related products and services typically acquired through 1-3 years of experience in a bank customer service role
• Must work both independently and be a team player
• Ability to sit for prolonged periods on the phone and concentrate visually on a PC
• Position requires judgment, tact and on-the-spot decision making
• Effective verbal and written communication skills and strong interpersonal skills
• 401(k) with a company match
• PTO &11 1/2 Paid Holidays

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required for the position.

Equal Opportunity Employer/Veterans/Disabled