Call Support Specialist
: Job Details :

GENERAL RESPONSIBILITIESResponsible for performing a variety of duties to support the customer service function of the Bank's main operations; responding to inquiries and requests for information through the company's call center; answering calls appropriately; problem resolution; management of data base, Call Relationship Management(CRM); coordinating work within the unit or department, as well as with other departments and units; reporting pertinent information to the immediate supervisor.ESSENTIAL DUTIES1. Demonstrates core values and guiding principles as outlined in the Bank's Mission, Vision and Value Statements of which the following are illustrative:a. Gives exceptional customer service to both internal and external customers by providing prompt, polite and effective communication.b. Participates as a member of the team.c. Positively and proactively contributes to the Bank's Strategic Plan.d. Demonstrates support of Management.2. Ensures that all activities and work functions adhere to compliance requirements as are defined in company policies and procedures as well as state/federal laws and regulations.3. Performs a variety of duties to support the deposit operations function of which the following are illustrative:a. Accepting and responding to incoming calls and emails from customers, accurately addressing their concerns and questions, and directing more specific questions to proper individuals/department.b. Follows up with customers as needed and in a timely manner.c. Escalating critical issues to the appropriate staff.e. Conducting necessary research to satisfactorily resolve calls or inquiries.f. Managing, resolving, and reporting customer complaints.g. Utilizing appropriate software/programs to meet or exceed customer needs.i. De-escalating conflict with dissatisfied customers by providing assistance and support.j. Assisting callers with troubleshooting and use of products and services including login and navigation of the company website.k. Managing a large volume of calls in an efficient and timely manner.4. Performs a variety of duties to support the deposit operations function as assigned.5. Coordinates specific work tasks with other personnel within the unit or department as well as with other units and departments to ensure the smooth and efficient flow of information.6. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness, including but not limited to BSA & AML.7. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.8. Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.ANCILLARY DUTIES1. Performs other related duties as assigned or directed.Salary Range$16.59 - $20.73 HourlyJOB LOCATIONOperations office - 1st floorEquipment/Machines1. Telephone/Switchboard 4. Calculator2. Personal Computer 5. Fax Machine3. Printer 6. Copy Machine