Customer Support Specialist

Iroquois Federal; Champaign (IL); Sur place; USD 36 000 - 43 000; Plein temps

Résumé du poste

Servbank is seeking a professional, customer-focused Customer Support Specialist to handle routine client requests via calls, chats, or emails. The role emphasizes delivering accurate information, efficient issue resolution, and a superior customer experience while multitasking in a fast-paced banking environment.

The ideal candidate will bring prior banking and customer service experience, strong communication skills, and the ability to collaborate with internal teams to resolve client needs

Qualifications

• Banking experience is required.
• Excellent verbal and written communication skills are essential.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficient with computer systems and customer management software.

Responsabilités

• Respond to client inquiries via phone, email, and online channels.
• Serve as the first point of contact with accurate information about banking products and services.
• Prioritize and manage the phone support queue to ensure timely assistance.
• Document client interactions and follow up on unresolved cases.
• Collaborate with internal departments to address complex client needs.
• Troubleshoot and train on customer service technology and related issues.
• Coordinate bank resources to meet client needs and resolve issues.
• Maintain up-to-date knowledge of banking policies, procedures, and regulations.

Connaissances

Banking experience

Customer service

Verbal communication

Written communication

Multitasking

Problem solving

CRM software

Description du poste

We are seeking a professional and customer-focused Customer Support Specialist to support routine client requests through various client communication including calls, chats, or emails. This role requires handling support requests while delivering accurate information, toggling between systems, resolving issues, and providing an excellent customer experience. The ideal candidate demonstrates a strong commitment to customer satisfaction, attention to detail, and the ability to multitask in a fast-paced environment.

About Servbank

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Key Responsibilites

• Respond to client inquiries and resolve issues efficiently via phone, email, and online channels.
• Serve as the first point of contact for clients, providing accurate information about banking products and services.
• Manage and prioritize the phone support queue to ensure timely assistance.
• Document client interactions and follow up on unresolved cases to ensure satisfactory resolutions.
• Collaborate with internal departments to address complex client needs and elevate issues as necessary.
• Troubleshoot, research, respond, and provide training on customer service technology and related issues.
• Manage resolution of client needs by identifying and coordinating appropriate bank resources; partner with internal departments to ensure client needs are met and issues are followed through to resolution.
• Maintain up-to-date knowledge of banking policies, procedures, and regulations.

Requirements

• Previous experience in banking required.
• Previous experience in customer service 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.

EEO Statement: We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Salary Description

$36.3k to $42.5k