Client Support Center Representative

2 months ago

Asheville, North Carolina, United States HomeTrust Bank Full time
Position Overview

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 operations of all Electronic Services utilized by our personal banking customers, including 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 with accurate directions concerning their support inquiries.
  • Delivers technical and professional assistance to clients in a courteous and efficient manner.
  • Collaborates with Customer Support Center supervisors and other key personnel to ensure the seamless operation of Digital Banking systems.
  • In partnership with the Training Department, assists in educating bank staff on the features and benefits of online banking.
  • Prepares reports documenting any system downtimes and analyzing 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.
  • Ensures the confidentiality and security of sensitive data. Performs special projects or additional duties as assigned by the Supervisor.
Qualifications

Education:
  • Associate's degree in a computer or business-related field or equivalent professional experience.
Experience Required:
  • 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.
  • Capable of assisting system users in identifying and resolving issues.
  • Strong analytical and 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.
About HomeTrust Bank

HomeTrust Bank is a community-focused financial institution, established in 1926, dedicated to providing value-added banking services through online and mobile channels, as well as multiple locations across several states.

Work Environment and Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this role. HomeTrust Bank promotes an equal employment opportunity workplace, which includes reasonable accommodations for qualified applicants and employees.
  • This position operates in a professional office environment and routinely utilizes standard office equipment such as computers, phones, photocopiers, and fax machines.
  • Specific vision abilities required for this role include close vision, distance vision, and the ability to adjust focus.
  • Physical activities may 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.
Equal Opportunity Employer

HomeTrust Bank values and promotes diversity and inclusion in every aspect of our business. We recruit, hire, and promote employees based on their individual abilities and experiences, in accordance with Equal Employment Opportunity laws and regulations.

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