Customer Support Representative - On-Site

Citizens Bank of Mukwon; Town of Mukwonago (WI); On-site; USD 27,000 - 39,000; Full time

Job summary

Citizens Bank of Mukwon is seeking a Customer Support Representative to handle calls for account support for both business and consumer customers. You will perform account maintenance, research, and cross-sell products aligned with customers' financial goals.

Typical schedule is Monday–Friday hours 8am–5:30pm with Saturday 9am–1pm, averaging about 38–40 hours per week. This on-site role requires strong communication and multitasking abilities to assist customers effectively.

Qualifications

• 2+ years of Personal Banking experience required.
• Knowledge of banking products and services including loans.
• Call center experience preferred.
• Strong verbal communication skills.
• Ability to cross sell products and services.
• Ability to multitask.

Responsibilities

• Listen effectively to customers' requests and take action to assist them.
• Effectively cross sell bank products and services
• Educate customers on utilizing bank products and services
• Escalate issues to prevent and minimize loss to the bank and/or the customer
• Follow-up and escalate to ensure customer satisfaction
• Adapt to procedures and seek training as needed

Skills

Customer service

Verbal communication

Cross-selling

Multitasking

Problem-solving

Education

High School Diploma or GED

Job description

The Customer Support Representative handles all customer calls that come into the Bank needing support for their accounts and services. The Customer Support Representatives provide account support for both business and consumer customers on deposit accounts and loans. The Customer Support Representative's primary responsibilities include account maintenance, reconciling and researching accounts, debit card maintenance and electronic banking support. In addition the Customer Support Representative is responsible for recognizing customer needs and cross-selling products and services that align with their customer's financial goals.

Business Hours:

Monday - Friday 8am-5:30pm, Saturday 9am-1pm

Typically 38-40 hours per week.

Hours may vary based on business needs and may change at any time

Essential Duties and Responsibilities:

• Listen effectively to customers' requests and promptly take the necessary action to assist them.
• Effectively cross sell bank products and services
• Educate customers on utilizing bank products and services
• Escalate issues immediately and take necessary steps to prevent and/or minimize loss to the bank and/or the customer
• Take the initiative to follow-up, escalation or seek additional resources to ensure customer satisfaction
• Adapt to the concepts and procedures, notifying management when additional training is needed on product and service knowledge
• Any other duties as assigned

Requirements:

• High School Diploma or GED
• 2+ years of Personal Banking experience required
• Knowledge of banking products and services including loans
• Call center experience preferred
• Strong verbal communication skills
• Ability to cross sell products and services
• Ability to multitask

Critical Competencies:

• Customer Service Excellence
• Communication
• Listening Skills
• Confidentiality

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf.

Compensation details:

24 Hourly Wage

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