Customer Support Specialist

HTU; Bourbonnais (IL); On-site; USD 35,000 - 52,000; Full time

Job summary

HTU is seeking a customer service-focused professional to join our banking support team in Bourbonnais, Illinois. You will respond to client inquiries by phone, email, and online channels, offering accurate information about products and services, and guiding customers through solutions.

You will manage the support queue, document interactions, and coordinate with internal departments to resolve issues. Strong communication, multitasking, and problem-solving are essential, with a solid grasp of

Qualifications

• Experience in customer service or banking preferred.
• Excellent verbal and written communication skills.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and attention to detail.
• Proficient with computer systems and customer management software.

Responsibilities

• Respond to client inquiries via phone, email, and online channels.
• Serve as the first point of contact with accurate information on banking products and services.
• Manage and prioritize the support queue to ensure timely assistance.
• Document client interactions and follow up on unresolved cases.
• Escalate complex issues to internal departments as needed.
• Troubleshoot and provide guidance on customer service technology.
• Coordinate with bank resources to resolve client needs and track resolution.
• Maintain up-to-date knowledge of banking policies and regulations.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Problem solving

CRM software

Education

High school diploma or equivalent

Tools

CRM software

Job description

Your Role

Key responsibilities include:

• Responding to client inquiries and resolving issues efficiently via phone, email, and online channels.
• Serving as the first point of contact for clients, providing accurate information about banking products and services.
• Managing and prioritizing the phone support queue to ensure timely assistance.
• Documenting client interactions and following up on unresolved cases to ensure satisfactory resolutions.
• Collaborating with internal departments to address complex client needs and **escalate** issues as necessary.
• Troubleshooting, researching, responding, and providing training on customer service technology and related issues.
• Managing resolution of client needs by identifying and coordinating appropriate bank resources; partnering with internal departments to ensure client needs are met and issues are followed through to resolution.
• Maintaining up-to-date knowledge of banking policies, procedures, and regulations.

About You

The company is looking for:

• Previous experience in customer service or banking preferred.
• Excellent verbal and written communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong problem-solving abilities and attention to detail.
• Proficient with computer systems and customer management software.