CUSTOMER SUPPORT ESCALATION REP

pinnbank; Gretna (NE); On-site; USD 33,000 - 42,000; Full time

Job summary

PinnBank is seeking a Customer Support Escalation Representative to provide exceptional service for online business banking customers via phone, chat, and email. You will learn and apply banking policies while assisting with account inquiries, debit issues, and product guidance.

This role emphasizes accuracy, teamwork, and dependable weekend availability. You will work under the supervision of the Customer Support Center Supervisors and contribute to training efforts while delivering consistent,

Qualifications

• Knowledge of Fiserv internet banking software and general banking operations.
• Effective communication with management, customers, and co-workers.
• Close attention to detail and a high degree of accuracy.
• Ability to meet deadlines and work independently.
• Ability to assist others within the department.
• Ability to make sound decisions using information at hand.
• Strong problem-solving skills.

Responsibilities

• Answer account questions and resolve problems with high levels of customer service.
• Stay informed on personal and business banking products, services and rates; follow regulations and policies.
• Educate customers on Online Banking, Bill Pay, and Mobile Banking.
• Input or verify customer information in the database and process requests.
• Support Customer Support Supervisors with staff training.
• Maintain regular attendance and flexibility to work including weekends.
• Perform any other duties assigned.

Skills

Fiserv software

Banking operations

Communication

Attention to detail

Time management

Team collaboration

Decision making

Problem solving

Education

High school diploma or equivalent

1 year of Customer Service Representative experience

Job description

GENERAL SUMMARY:

The Customer Support Escalation Representative is responsible for providing customer service and enhanced support for online business banking customers via phone, chat and email. The position works under the direction of the Customer Support Center Supervisor(s) and follows established policies and procedures.

RESPONSIBILITIES AND DUTIES:

1. Help customers with a high level of customer service: answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, returned deposit items, overdraft product choices, account updates and various other tasks.
2. Stay informed and knowledgeable of personal and business banking products, services and rates for different charters and markets. Keep up to date and aware of all banking regulations, procedures and bank policies that apply to the job function.
3. Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking.
4. Correctly input or verify customer information in database; start and or finish proper request forms and procedures in helping customers.
5. Support Customer Support Supervisors with staff training.
6. Ability to keep regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
7. Perform any other duties assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Fiserv internet banking software and general banking operations.
• Ability to communicate effectively with management, customers, and co-workers.
• Ability to pay close attention to detail and work with a high degree of accuracy.
• Ability to meet deadlines and work independently.
• Ability to assist others within the department.
• Ability to make sound decisions using information at hand.
• Skills in problem solving.

EDUCATION AND EXPERIENCE:

• High school graduate or equivalent.
• 1 year of Customer Service Representative experience.

PHYSICAL REQUIREMENTS:

NOTE: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.