Call Support Specialist
: Job Details :

About the Organization Jeff Bank has achieved incredible growth and success since its inception in 1913, and it could not have happened without the energy, desire and talent of our employees. We embrace diversity and recognize the importance of creating a team that is committed to the success of our customers, the communities we serve, the Bank and each other.Our commitment presents many possibilities for career development. Bring your professional image and your passion for providing exceptional service to a dynamic team dedicated to helping create successful businesses, opportunities, financial health and strong, vibrant communities.We offer a broad range of exciting employment opportunities, with competitive compensation and comprehensive benefits that include:Health & Welfare BenefitsPaid Time OffRetirement SavingsEmployer Paid Life & Disability InsuranceFlexible Spending AccountsTuition Assistance ProgramEmployee Banking & Loan DiscountsEmployee Assistance ProgramContinuous Training and Development Opportunities Position Call Support Specialist Description 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 MachinePosition Requirements BASIC QUALIFICATIONSEducation/Training: A high school diploma or equivalent with an emphasis in a business or finance curriculum.Skill(s): Proficient interpersonal relations, which include but are not limited to, awareness of self and others, conflict management and resolution skills, empathy for others, flexibility in thinking and operating style and patience when dealing with others. Communicative skills, which include but are not limited to; clear and concise communication, active listening, and adaptability in communication style; proficient typing, attention to detail; organizational ability; proficient reading, writing, grammar, and mathematics skills. The ability to speak multiple languages is a plus.Experience: 1-2 years professional office setting, previous customer service preferred and Microsoft Word, Excel and OutlookFull-Time/Part-Time Full-Time Location Operations Building Number of Openings 1 Post Internal Days 30 EOE Statement Affirmative Action NoticeJeff Bank is proud to be an Affirmative Action Equal Opportunity Employer Minorities/Females/Disabled/Veteran. Our Bank is committed to a policy of equal employment opportunity for applicants and employees. We treat each in a manner free of discrimination regarding race, creed, color, religion, sex, sexual orientation, national origin, age, disability, marital status, veteran status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.Pay Transparency PolicyThe Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. This position is currently accepting applications.