Customer Support Specialist

Servbank; Watseka (IL); On-site; USD 40,000 - 56,000; Full time

Job summary

Servbank in Watseka, IL, is seeking a Customer Support Specialist to assist clients via phone, email, and chat. You will deliver accurate information, manage inquiries, and coordinate with internal teams to resolve issues promptly.

The role requires excellent verbal and written communication, attention to detail, and the ability to multitask in a fast-paced banking environment. Prior banking or customer service experience is preferred.

Qualifications

• Previous banking experience is preferred but not required.
• Strong verbal and written communication skills are essential.
• Ability to multitask and work efficiently in a fast-paced environment.
• Attention to detail and problem-solving abilities.
• Proficient with computer systems and customer management software.

Responsibilities

• Respond to client inquiries via phone, email, and chat and resolve issues promptly.
• Serve as the first point of contact for clients, providing accurate information on banking products and services.
• Manage and prioritize the support queue to ensure timely assistance.
• Document interactions and follow up on unresolved cases to ensure satisfactory resolutions.
• Collaborate with internal departments to address complex client needs and escalate when needed.
• Troubleshoot, research, and provide guidance on customer service technology and related issues.
• Coordinate with bank resources to meet client needs and ensure resolution.

Skills

Customer service

Communication

Multitasking

Problem solving

Computer literacy

Tools

Customer management software

Job description

Description

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 escape 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.