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Customer Support Specialist

2 months ago

SaintMaudez, Bretagne, United States Burke & Herbert Bank & Trust Full time
Job Overview

The role involves effective communication with clients through various digital channels, ensuring prompt resolutions to inquiries received through the bank's online services. The primary focus is to deliver exceptional client service while addressing requests for account details and product offerings.

Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Respond to customer service inquiries in a professional and timely manner.
  • Safeguard customer privacy by following established verification protocols.
  • Provide accurate information to clients in response to their inquiries.
  • Direct clients to the appropriate departments within the bank as needed.
  • Manage challenging situations and determine if managerial assistance is required.
  • Offer technical support for electronic banking products.
  • Conduct follow-up research on customer inquiries as necessary.
  • Promote and refer the bank's products and services to clients.
  • Stay updated on policy changes to provide precise information to clients.
  • Efficiently handle communication through phone, email, and online chat.
  • Deliver timely responses to inquiries received via digital messaging.
  • Adhere to departmental guidelines when responding to digital inquiries.
  • Availability to work various shifts as required by the department.

Additional Responsibilities

  • Comply with all relevant policies, including the bank's BSA/AML regulations.
  • Perform other assigned duties as necessary.

Required Skills and Qualifications

  • Strong verbal communication skills.
  • Exceptional customer service abilities.
  • In-depth knowledge of bank products.
  • Proficient typing and computer skills.
  • Familiarity with Microsoft Excel, OneNote, and Word.
  • Effective communication across various channels (email, verbal, and written).
  • Ability to work independently and collaboratively within a team.

Education and Experience

  • High school diploma or equivalent is mandatory.
  • A minimum of two years in sales and service roles is required.
  • Experience in digital customer support is preferred.
  • Prior experience in banking or financial services is advantageous.
  • Call center experience of one to two years is preferred.
  • Bi-lingual candidates, especially those fluent in Spanish, are encouraged to apply.

Work Environment

This position is based in a standard office environment, utilizing typical office equipment such as computers and telephones. Duties are performed through various communication methods including phone and digital platforms.

Physical Requirements

The role requires manual dexterity and the ability to lift files and open cabinets. Bending, stooping, or standing may be necessary.

Travel Requirements

Some travel may be necessary for this position.