Customer Support Center Representative I, II - Darien, IL

Old Second National Bank; Darien (CT); Hybrid; USD 27,000 - 34,000; Full time

Benefits offered by this job

Retail Incentive Plan

Job summary

Old Second National Bank is seeking a Customer Support Center Representative (Level I and Senior) to handle high-volume customer inquiries by phone, email, web chat, and web cases. You will help with balance inquiries, transfers, check orders, Online Banking support, and product referrals in a fast-paced environment.

There are onsite requirements with hybrid work options. Base pay ranges from $19.50 to $25.00 per hour for the representative and $20.50 to $27.00 for the senior role, with

Qualifications

• High school diploma (or equivalent) with 1+ years of related banking, customer service, or sales experience.
• Must be onsite to perform responsibilities.
• Ability to acknowledge and comply with call monitoring and recording for quality.

Responsibilities

• Meet and exceed sales and service goals through referrals and product generation.
• Handle calls, emails, web chats, and web cases for balance checks, transfers, check orders, and Online Banking support.
• Maintain knowledge of Old Second products, policies, and compliance.

Skills

Phone skills

Oral communication

Written communication

Team collaboration

Computer skills

Education

High school diploma or equivalent

Tools

Jack Henry system

Job description

Who We Are

At Old Second, you’re first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we’re only getting started.

With great employees we’ve grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we’ve been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!

Position Overview

The Customer Support Center Representative (Level I and Senior Level) 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 related 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 locations: 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.

Thanks for considering Old Second!