Customer Support Center Representative I, II

Old Second National Bank; Lombard (IL); Hybrid; USD 26,863 - 37,195; Full time

Job summary

A regional banking institution in Illinois seeks a Customer Support Center Representative to meet sales and service goals. Responsibilities include managing customer inquiries via calls, emails, and web interactions in a high-volume call center. Candidates should have a high school diploma and relevant experience. The role offers a hybrid work model and competitive pay ranging from $19.50 to $27.00/hour depending on the position level and experience.

Qualifications

• High school diploma and one year of related experience required for level I.
• High school diploma and two years of related experience required for senior level.
• Must work onsite for this position.

Responsibilities

• Handle incoming customer calls, emails, web chats, and resolve account issues.
• Engage in sales and service goals through referrals.
• Assist in training of new Customer Support Representatives.

Skills

Excellent phone skills including customer service and sales

Professional oral, written and interpersonal skills

Collaborative and team oriented

Strong computer skills

Education

High school diploma (or equivalent)

Tools

Jack Henry system

Job description

Position Overview

The Customer Support Center Representative/Senior Customer Support Center Representative is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.

Essential Job Functions - All Levels

• Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
• Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
• Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.

Additional Responsibilities - Senior Level

• Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
• Maintain availability to assist in the training of new Support Center Representatives.

Minimum Requirements - Level I

• High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must work onsite to perform responsibilities of this position.
• As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.

Minimum Requirements - Senior Level

• High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must work onsite to perform responsibilities of this position.
• As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.

Competencies

• Excellent phone skills including customer service and sales
• Professional oral, written and interpersonal skills
• Collaborative and team oriented; works well with others
• Strong computer skills

Preferred, but not required

• Knowledge of the Jack Henry system a plus
• Some college preferred
• Strong customer service experience
• Bilingual a plus

Note: This job description is not intended to be all-inclusive. Employee may perform other duties as assigned to meet the ongoing needs of the organization.

Location Details

This position is considered a hybrid role. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs.

Onsite work may be performed at the following location(s): North Aurora, IL; Oak Brook, IL; Darien, IL; or Lombard, IL

Compensation & Benefits

Customer Support Center Representative

Base pay: $19.50 - $25.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Variable Pay: Eligible to participate in the Retail Incentive Plan. Payment varies based upon sales/service performance.

Senior Customer Support Center Representative

Base pay: $20.50 - $27.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Variable Pay: Eligible to participate in the Retail Incentive Plan. Payment varies based upon sales/service performance.

Benefits

How We Support You - Old Second

Note: Job levels and hiring decisions are based upon both the business needs and the qualifications of the incumbent. In some cases, an incumbent may meet the requirements of a senior level role but may be hired in at a lower level based upon business needs and staffing dynamics.