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Customer Service and Support Specialist
2 months ago
POSITION SUMMARY: The Customer Service and Support Specialist's primary focus is placing the customer in the center of every conversation. Meet or exceed customers' needs and expectations with every interaction. Serve as the "voice of the organization" providing exceptional customer experiences as phone calls are received from customers seeking assistance. The Customer Service and Support Specialist is highly involved in back-office operations and support functions.
ESSENTIAL FUNCTIONS
1. Voice of the Organization
- Answer incoming calls, greeting callers in a warm, professional manner.
- Assist callers in identifying needs and provide an exceptional experience with every interaction.
- Use information obtained from a variety of sources to field questions from callers regarding departments, phone numbers, operational hours, etc.
- Promptly respond to internal and external customer service requests.
2. Deposit Operations
- Run outgoing mail through the postage meter daily and place in mail receptacle for pick up.
- Monitor mail that has been returned undeliverable and make needed address changes.
- Conduct maintenance on General Ledger descriptions as needed.
- Perform daily check item review.
- Review monthly closed accounts and perform maintenance in the banking system as needed.
- File and track monthly statements that are on mail hold.
- Verify wire transactions.
- Review daily scanned work for accuracy.
3. Digital Services Support
- Assist with daily balancing of various bank card services platforms.
- Enter new bank card records in the banking system.
- Order new and replacement bank cards as needed.
- Perform routine maintenance on bank card records and online banking accounts.
- Notify customers of potentially fraudulent bank card transactions detected and complete all necessary steps including documentation.
- Maintain files for all bank card applications and maintenance requests.
- Input new Account records into the Online Banking Portal
- Assist customers with learning Online Banking, Mobile Banking and Cash Management features.
OTHER DUTIES
1. Other duties and responsibilities that uphold the mission, vision, and values of Wayne Bank.
KNOWLEDGE, SKILLS AND ABILITIES
- Demonstrated strong verbal and interpersonal skills.
- Self-motivated – highly self-motivated and directed, proven ability to take a given task and work independently.
- Teamwork – Balances team and individual responsibilities, gives and welcomes feedback, contributes to building a positive team.
- Effective and responsive telephone etiquette using excellent communication skills with customers and employees.
- Tact and diplomacy in dealing with both customers and employees.
- Strong organizational skills with an attention to detail while multi-tasking
- Highly proficient computer skills
- Problem solving skills while working in a high-pressure environment.
EDUCATION AND EXPERIENCE
- High school diploma or equivalent. Some post-secondary education preferred.
- 2+ years customer service experience
- Experience working in a team-oriented, collaborative environment.
EQUAL EMPLOYMENT OPPORTUNITY
