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Technical Support Specialist for Banking Services
2 months ago
The Client Support Center Representative plays a crucial role in delivering technical, general, and professional assistance to both internal and external clients. This position is integral to the daily management of all Electronic Services utilized by our Personal customers, encompassing Automated Telephone Banking, Retail Online Banking, Mobile Banking, and Debit Card support, as well as providing information regarding Deposit and Loan Accounts.
Core Responsibilities
- Enhances the growth and success of the Bank by effectively addressing customer needs with a commitment to exceptional service quality.
- Guides customers appropriately regarding their support inquiries.
- Delivers technical and professional assistance to clients in a courteous and efficient manner.
- Collaborates with Customer Support Center supervisors and key personnel to ensure the seamless operation of Digital Banking systems.
- In partnership with the Bank's Training Department, assists in educating bank staff on the features and benefits of online banking.
- Generates reports for any service interruptions, detailing root causes.
- Acts as a communication liaison, receiving reports of security incidents from clients and relaying critical information to the bank's Information Security Officer.
- Upholds the confidentiality and security of sensitive data. Undertakes special projects or tasks as assigned by the Supervisor.
Education:
- Associate's degree in a computer or business-related discipline or equivalent professional experience.
- Minimum of 1 year in direct client/customer service.
- Proven proficiency in consumer technologies and standard desktop applications.
- Ability to provide an outstanding customer service experience with strong verbal communication skills, capable of relating to diverse personalities and being solution-focused.
- Solid understanding of Digital Banking systems, including internet browsers and mobile technologies.
- Professional and effective communication and interpersonal skills.
- Competent in assisting system users with problem identification and resolution.
- Analytical thinking and sound decision-making abilities are essential.
- Comfortable working collaboratively in a team setting.
- General business proficiency in personal computer applications including Microsoft Word, Excel, and Internet Explorer.
HomeTrust Bank, established in 1926, is a community-oriented financial institution based in North Carolina, dedicated to providing value-added community banking through online/mobile channels and various locations across multiple states.
Work Environment and Physical Requirements
The physical demands outlined here are representative of those that must be met by an associate to successfully execute the essential functions of this role. HomeTrust Bank promotes an equal employment opportunity workplace, including reasonable accommodations for qualified applicants and employees.
- This position operates in a professional office environment and routinely utilizes standard office equipment such as computers, telephones, photocopiers, and fax machines.
- Specific vision abilities required for this role include close vision, distance vision, and the ability to adjust focus.
- Physical activities include reaching, lifting up to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.
- The employee will frequently communicate and must be able to exchange accurate information with others.
- The employee may need to navigate around the office to attend meetings and access files or other job-related tools.
HomeTrust Bank values and promotes diversity and inclusion at every level within the organization. We recruit, hire, and promote employees based on their individual abilities and experiences, in compliance with Affirmative Action and Equal Employment Opportunity laws and regulations.
