Services Support Representative

Dollar Bank; Pittsburgh (Allegheny County); On-site; USD 22,000 - 36,000; Full time

Job summary

Dollar Bank is seeking a Services Support Representative to handle payments, transfers, stop payments, and account inquiries with courtesy and accuracy. The role includes assisting customers with Online Banking, mobile apps, and Text Message Banking through phone, chat, and email channels.

Candidates should have at least a high school diploma and 1 year of customer service experience, preferably with online channels.

Qualifications

• Minimum one year of customer service experience, preferably supporting online channels.
• Excellent verbal and written communication skills.
• Ability to assess customer needs and respond accordingly.
• Must learn and support Dollar Bank retail products, policies and procedures.
• Strong computer, internet, smartphone and app usage skills.
• Ability to work independently and in a team, adapt to change, and manage time.

Responsibilities

• Process payments, transfers, stop payments, product/account inquiries, histories, concerns and requests accurately and efficiently.
• Assist customers with Online Banking questions, sign-up, passwords, and completing transactions.
• Help customers navigate mobile apps and Text Message Banking.
• Support customers via phone, web chat, email, and Secure Message Center.
• Identify sales opportunities and refer leads to Account Sales.
• Adhere to regulations, policies, and procedures in daily tasks.
• Communicate customer issues to management to improve service and conversion.

Skills

Customer service

Verbal & written communication

Problem solving

Tech savvy

Education

High School Diploma/GED

Tools

Online Banking systems

Job description

The Services Support Representative is responsible for accurately, courteously, and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests. The Representative is also responsible for handling customer inquiries regarding the website, Online Banking, Text Message Banking, Zelle, and mobile apps. This includes inbound and outbound phone calls, web chats, and emails (including Secure Message Center). In addition, this position is responsible for supporting customers with challenges navigating Online Banking transactions, downloading mobile apps, and signing up for Text Message Banking.

Qualifications

• High School Diploma/GED required. College degree preferred.
• At least one year of customer service experience required, preferably supporting online channels.
• Strong customer service orientation and experience.
• Excellent verbal and written communication skills.
• Ability to assess customer needs and respond accordingly.
• Ability to professionally and diplomatically handle emotionally charged situations.
• Ability to learn Dollar Bank retail products/services, regulations, policies and procedures.
• Excellent computer, internet, smartphone—including usage of apps—and technical skills required.
• Ability to work independently and with a group.
• Ability to adapt to a changing environment.
• Must have excellent interpersonal skills and a professional demeanor.
• Must have strong problem solving skills.
• Excellent organizational and time management skills.

Principal Activities and Duties

• Execute professional customer service techniques and consistently provide the highest level of customer service with a friendly and patient demeanor.
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks.
• Process payments, transfers, stop payments, product/account inquiries, histories, concerns and requests in an accurate, effective and efficient manner.
• Offer customers assistance with their Online Banking questions; specifically, sign-up, password reissues, accessing Online Banking and completing transactions within Online Banking.
• Assist customers with downloading and navigating the mobile apps and mobile web.
• Assist customers signing up for Text Message Banking – and the use of the system.
• Keep management informed of customer issues/struggles within these channels to help drive traffic and increase conversion.
• Assist branch employees with inquiries regarding all of the online channels.
• Assist with testing new designs and navigation for the online channels.
• Handle some calls for online banking business customers.
• Responsible for submitting and reviewing the website and Online Banking Problem forms.
• Communicate with customers via email and Secure Message Center.
• Contact customers regarding issues with their online accounts via outbound calling.
• Recognize sales opportunities and refer sales leads to Account Sales. The Representative is responsible for performing a quick analysis of the customer's needs based on account activity.
• Active participation in ongoing customer service and sales training.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank’s risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions