Call Center Customer Support Specialist - Columbus, GA

Job Description

Job Description

MUST BE ABLE TO PASS BACKGROUND CHECK AND CREDIT SCREENING

Department: Operations - Columbus, GA

Position Type: Full-Time

Department Head: Operations Manager

Reports To: Operations Manager

Location: This position will be based at the Old Town Branch until the Bradley Park Branch opens. Upon opening, the position will transition to and operate from the Bradley Park Branch .

Summary: This position is primarily responsible for handling a variety of inbound customer service calls in a prompt and courteous manner. Resolves customer questions and problems for accounts, payments, products, and services. Cross sells and informs customers about products and solutions they may not be aware of or currently using.

Specific Job Functions:

• Answer inbound customer calls and online inquiries promptly, professionally, and courteously.
• Accurately identify callers and follow all verification/security procedures before discussing account information.
• Provide clear guidance on bank products and services; identify opportunities to educate customers on additional solutions that fit their needs.
• Route calls appropriately and efficiently to the correct branch or team member when needed.
• Research account issues, errors, and discrepancies using bank-approved systems and tools.
• Resolve routine concerns independently and escalate more complex issues to a supervisor when appropriate.
• Identify potential problems early, gather key details, and work toward timely resolution.
• Perform routine account maintenance and operational support tasks as assigned.
• Assist other areas of the Operations department as needed (including, but not limited to: wire transfers, internal transfers, and ACH origination).
• Maintain accuracy, thoroughness, and attention to detail while meeting productivity and timeliness expectations.
• Communicate effectively with customers, bank associates, other banks, and vendors.
• Complete required training and actively pursue additional learning related to systems, compliance/regulatory requirements, and customer service skills.
• Follow all bank policies and all applicable federal and state regulatory requirements.

Qualifications:

• Minimum of 1 year of job-related experience.
• Must be proficient with Microsoft Office programs such as Outlook, Word, and Excel.
• Proven problem-solving skills and the ability to work well under supervision.
• Excellent verbal, written and interpersonal communication skills required.
• Ability to work with all levels of management under pressure and strict deadlines.
• A strong commitment to a team culture and positive attitude is required.

Position Type and Expected Hours of Work:

This is a full-time position that will operate in the Old Town Branch until the Bradley Park Branch opens. Upon opening, the position will transition to and operate from the Bradley Park branch.

Typical days and hours of work are - Monday through Friday from 8:30 am to 5:00 pm; rotating Saturdays 8:30 am to 12:00 pm. Wednesdays would typically be scheduled off for any weeks that Saturday work is required.

Physical Demands and Equipment Used:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position requires the ability to sit at a desk for extended periods of time, reach, bend, walk or maneuver around the bank and occasionally lift up to 15 pounds. Must be able to efficiently operate a computer, fax machine, scanner, copier, printer, phone system, and other office equipment.

Travel:

Occasional travel may be required in relation to training opportunities, staff meetings, and when assistance may be needed at other branch locations.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Additionally, duties, responsibilities, activities, and work hours are subject to change.