Customer Support Specialist

Purpose:

This position is responsible for providing exceptional customer service to every customer initially contacting the bank via telephone, virtual chat, email, and/or available electronic banking platforms. understanding the products, services, and processes of German American State Bank with emphasis on electronic banking channels and services in order to support cross sale efforts and recognize referral opportunities to all departments of the bank.

Critical Drivers:

1. Great first impressions with ability to service the customer request immediately or within same day of initial contact.
2. Complete daily tasks accurately and within required time frame.
3. Meet expectations of product knowledge to provide prompt and accurate information to customers.

Precise Role, Task, and Responsibilities:

1. Provide customer support for electronic banking requests:

• Maintain a strong understanding of German American State Bank’s Digital products and services. Stay abreast of changes and enhancements.
• Educate customers on electronic banking product functionality as a means to self-service for additional service requests.
• Assist customers with electronic banking enrollment, unlocking account and password resets.
• Handle escalated and next tier calls related to electronic banking platforms including browser incompatibility, mobile device capabilities, and platform functionality.
• Assist customers with telephone banking questions or issues.
• Collaborate within and across teams and departments to continually enhance the customer electronic banking experience.
• Knowledgeable about Digital Account Opening process with ability to assist customers who apply for banking services online.
• Provide customer support virtually via the virtual chat platform with ability to learn and operate within the virtual chat platform.

1. Serve as initial point of contact for general customer support:

• Assist with general bank inquiries of hours of operation and direct calls to internal staff as caller requests.
• Research and document customer inquiries on their accounts. Follow up with customers after research is complete and problem is resolved or can be explained.
• Assist with fraud investigations and customer fraud follow-up including lost or stolen account information.
• Understand German American State Bank’s core products and services to assist customers with questions on service charge fees assessed to their account and functionality of products.
• Assist customers with requests for general file maintenance (address, email, phone contact) to maintain accurate information on our core system.
• Process Returned Mail according to established procedure.
• Handle requests for new/revoked stop payments and ordering checks.
• Have an advanced working knowledge of the phone system and other electronic communication platforms to transfer calls or communicate with other areas of the bank to efficiently support the customer.
• Complete Wire Transfer Forms for customers requesting domestic and international wires including conducting the customer call back verification, when applicable.
• Assist with daily monitoring and responses to Deposit Shared Services mailbox items.
• Provide assistance to the Treasury Management Team.
• Responsible for monitoring offsite ATMs and assistance of cash balancing for the bank.
• Assist Kasasa customers with qualification questions and monthly qualification processing.
• Assist Chief Operating Officer with projects, testing, and procedure reviews when needed.
• Analyze and report any product malfunctions, testing different scenarios if necessary.
• Monitor customer complaints on digital platforms and report to Compliance Officer.

1. Provide customer support for debit cards & ACH:

• Debit card support includes new or replacement cards, lost or stolen cards, debit card limit increases, returned cards, disputed transactions, travel notices, and special card delivery requests.
• Support for unauthorized electronic transactions to/from a customer account and proper completion of applicable dispute forms.
• Assist customers with proper documentation to establish, revoke, modify an automatic recurring payment.
• Possess knowledgeable about mobile wallets to assist customers with activation and provide troubleshooting support.

1. Ensures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations including Bank Secrecy Act and Anti Money Laundering to assist management in monitoring for suspicious activity, money laundering, or other illegal customer activity.

Organization Overview:

German American State Bank was chartered on January 21, 1907, and prides itself as being one of the oldest community banks in the state of Illinois. German American State Bank is committed to serving its communities of German Valley, Pecatonica, Winnebago, and Belvidere with products and services to help achieve the financial goals of our customers. German American State Bank has grown from a single branch to now operating four full-service locations by opening its second branch in Seward in 1983, followed by Pecatonica in 1999, Winnebago in 2005, and a loan production office in Belvidere in 2019. In 1986 with a foreword vision of the future of banking, German American State Bank and State Bank of Davis merged to form Foresight Financial Group, a multi-bank holding company. In addition to German American State Bank and State Bank of Davis, the holding company is also made up of State Bank Freeport, Northwest Bank of Rockford, and Lena State Bank.

Physical Demands and Work Environment:

This job operates primarily in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by staff to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. The staff member must be able to legally operate a motor vehicle and travel to designated locations. While performing the duties of this Job, the staff member may be required to sit or stand for extended periods of time.

Competencies:

Communicator: Effective written and oral communication skills, speaking clearly, effectively listening and asking questions, and ability to communicate thoughts in writing.

Customer Service: Customer focused, completing work efficiently, focused on the impression of customers and employees. Responds promptly to customer needs and requests.

Focus: Maintains attention and concentration on job duties. The ability to minimize distractions and fully apply one’s self to the timely accomplishment of assigned tasks.

Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical: Proficient in PC/Windows, Microsoft Office (Word, Excel, Outlook, Teams). Intermediate knowledge of Jack Henry and ancillary systems, banking products, services, policies, and procedures. Basic knowledge of applicable banking regulations.

Performance Weightings:

30% Competencies

70% Position Performance Standards

Qualifications:

High School diploma or a equivalent required. 2+ years work experience financial institution or sales or customer service background a plus. Basic PC/Windows proficiency required.