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Customer Support Associate I

2 months ago

Grand Junction, Colorado, United States Timberline Bank Full time

Position Title:
Customer Support Associate IDepartment: Client Services

Reports To:

Client Services Team LeadStatus: Non-ExemptSalary: $33,320 - $45,080

About Us
At Timberline Bank, we recognize that our employees are our greatest asset. We are in search of talented individuals who are passionate about customer interaction, innovative thinking, and continuous learning. In return, we offer pathways for personal and professional development. Our commitment to delivering a "Better, Faster, Easier.

  • Always.
" experience is embodied by the Timberline Team.

From the moment you engage with us, we treat you as an individual, not just a number. Our dedication to surpassing customer expectations is what positions Timberline Bank as a trusted partner in our community.

We are committed to providing exceptional, personalized customer service. With the Timberline personal touch, our level of support is unmatched. We aim to assist you with your financial needs, whether personal or commercial. Every customer plays a vital role in the success of our small business. TO US, IT IS PERSONAL.

Core Values
At Timberline Bank, our culture is built upon the following core values. We are dedicated to upholding each of these values to the highest standard, as they form the foundation of our team and business identity.

  • Exceeding Customer Expectations
  • Empowering a Committed Team
  • Enjoying Success Together
  • Passionate Engagement with Our Communities
  • Being a Trusted Resource for Our Customers

Position Overview
The Customer Support Associate I role is a full-time, non-exempt position. This role, while primarily based in a central location, will support the entire organization.

This position collaborates closely with the Client Services Team Lead and requires strong organizational abilities, memory skills, and the capacity to work both independently and collaboratively.

The associate will deliver outstanding customer service during interactions with clients and internal teams.

Key Responsibilities
- Act as the primary contact for support tickets and escalate issues to Tier II support as necessary.
- Investigate and resolve credit/debit card inquiries.
- Monitor and analyze credit/debit card reports.
- Order credit/debit cards and customer supplies.
- Process credit card payments and online banking setups.
- Provide prompt and courteous customer service at all times.
- Review and resolve non-sufficient funds (NSFs), chargebacks, stop payments, and other transaction issues.
- Conduct account research and address changes.
- Manage account and credit card charge-offs.
- Adhere to established audit, security, and compliance protocols as well as company policies.
- Ensure compliance with applicable federal and state regulations.

Required Qualifications
- High School Diploma or Equivalent.
- Strong verbal and written communication skills, along with excellent organizational and time management abilities.
- Proven attention to detail and the ability to multitask while managing priorities.
- Comfortable interacting with customers and a team player with a collaborative attitude.
- Ability to thrive in a dynamic, team-oriented environment.

Key Competencies
Be Thorough: Ensure that tasks are completed accurately and thoroughly; prepare meticulously for meetings and follow up on commitments.
Establish Credibility: Consistently demonstrate responsible and ethical behavior.
Effective Communication: Anticipate needs and ensure critical information is shared appropriately; express ideas clearly in all interactions.
Confidence in Action: Understand the importance of rules and requirements while demonstrating poise and assurance.
Critical Thinking: Utilize logic and reasoning to evaluate options and approaches to problem-solving.

Equal Opportunity Employer Statement
Timberline Bank is committed to preventing discrimination and harassment of any kind. We uphold a policy of employment-at-will, allowing either party to terminate the employment relationship at any time, for any reason, with or without cause or notice.