Customer Support Specialist I

1 week ago

Danville, United States First National Bank Full time

Job Type

Full-time

Description

Are you passionate about building relationships and helping others? Do you enjoy a fast-paced, service focused environment? First National Bank is seeking a Customer Support Specialist to join our dynamic team in Danville, VA

The Customer Support Specialist is a key member of the Customer Support Team providing extraordinary customer service and ensuring all customer needs are met. This position answers in-bound customer phone calls and successfully resolves service-related issues concerning debit cards and online banking. The Customer Support Specialist also assists customers with simple, routine service requests and provides account related information. The ideal candidate will demonstrate a commitment to First National Bank Customer Service Standards while maintaining a helpful attitude in a fast paced environment.

What's in it for you?

  • Competitive salary and other bonus opportunities
  • Comprehensive medical, dental, vision and life insurance benefits
  • Generous Paid Time Off (PTO) and 11 paid holidays
  • Paid Parental Leave and other paid extended leave for eligible employees
  • 401(k) Match Program and Pension Plan
  • Tuition Reimbursement
  • Great health and well-being benefits including: telehealth, EAP, specialized treatment of musculoskeletal injuries and conditions, LTD, and various supplemental plans
  • We focus on the growth and development of our employees. Customer Support Specialists at First National Bank have a variety of career paths and the ability to build the career they desire
What will you be doing in this role?
  • Handles all external customer phone calls, and branch support rollover calls as needed, in no more than three (3) rings. Responds to customer emails and other customer touch points in a timely, professional manner and ensures customers needs are met and exceeded. Identifies and escalates high priority customer issues, as needed.
  • Develops and maintains a working knowledge of all products and services offered by the Bank. Assesses customer needs and suggests additional Bank products and services to meet customer needs and enhance customer relationships. Coordinates referrals to other lines of business partners following appropriate guidelines.
  • Navigates the Bank's core operating system, telephone system, and other key programs effectively and reports operational problems timely to ensure minimal customer disruption. Keeps abreast of updates and releases to all applications to ensure customers are kept informed timely and accurately.
  • Performs simple, routine customer service and maintenance related tasks including, but not limited to, the following: helping customers with general usage or troubleshooting issues concerning online banking (ie: password, e-statement enrollment, bill pay, etc.), assisting customers with debit card activations, PIN resets and card denials, aiding customers with the online account opening process (ie: guidance through the process, troubleshooting errors, etc.), and assisting customer with mobile banking (ie: downloading the app, supported devices, general usage, etc.).
  • Collaborates with all team members within the Operations department and Management to foster a heathy and effective work environment that continuously improves processes and manages risk.
Requirements

What will you need?
  • High School diploma or equivalent. Six (6) months of customer service call center experience or equivalent as demonstrated through one of a combination of work experience, training, or education. Prior experience in a banking or financial services environment preferred.
  • Reputation for excellence in customer service. Proficient verbal, written and interpersonal communication skills, with strong telephone and email etiquette. Demonstrates a patient and empathetic attitude.
  • Ability to work effectively under supervision and with others to meet a common goal. Works well both independently and in collaboration with others.
  • Ability to identify problems, request pertinent data, establish facts, draw valid conclusions, and offer viable responses or solutions.
  • Familiarity with Bank products and services, delivery channels, relevant banking regulations, fraud and operational policies and procedures, which over a reasonable period of time must become a proficiency.
  • Familiarity with Microsoft Office Suite, particularly email and spreadsheets software, telephone operating system, and bank information systems, which over time can become a proficiency. Types sufficiently to meet productivity demands.
Physical/Environmental Demands
  • 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. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
  • This position works in a normal office environment.
  • While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk and sit. The employee is occasionally required to reach with hands and arms. The employee may occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision.

We are proud to be an EEO/AA/M/F/Disabled/Veteran employer

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