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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 engaging with clients through various digital communication platforms, including chat and email, to deliver prompt resolutions to their inquiries. The focus is on providing outstanding service and addressing customer requests related to account details and available products/services.

Key Responsibilities
Accommodations may be provided to assist individuals with disabilities in fulfilling the essential duties.

  • Respond to customer service inquiries in a professional and timely manner.
  • Safeguard customer information by following established verification protocols.
  • Deliver accurate and clear information in response to customer requests.
  • Direct customers to the relevant departments within the organization as needed.
  • Manage challenging interactions and assess the need for managerial assistance.
  • Offer technical support for electronic banking services.
  • Conduct necessary research and follow up on customer inquiries.
  • Promote and refer the bank's products and services to clients.
  • Stay updated on policy changes and service offerings to provide correct information.
  • Effectively handle communication across phone, email, and online chat.
  • Provide prompt assistance and solutions to inquiries received through digital messaging.
  • Respond to digital inquiries in line with company guidelines.
  • Availability to work all shifts within the department is required.

Additional Responsibilities

  • Adhere to all relevant policies and procedures, including compliance with the Bank's BSA/AML regulations.
  • Perform other assigned tasks as necessary.

Required Skills and Qualifications

  • Strong verbal communication skills.
  • Exceptional customer service abilities.
  • Thorough knowledge of products and services.
  • Proficient typing and computer skills.
  • Familiarity with Microsoft Excel, OneNote, and Word.
  • Effective communication skills across various channels (email, verbal, 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 of experience in sales and service is required.
  • Experience in digital customer support is preferred.
  • Prior experience in a banking or financial institution 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 an office setting, utilizing standard office equipment such as computers and telephones. Duties are performed through various communication methods including phone calls and digital interactions.

Physical Requirements

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

Travel Requirements

Some travel may be necessary for this position.