Customer Support Representative

Job Description

Job Description

Customer Support Representative

Journey Bank is a strong, independent community bank with 22 locations and 290 employees. We are seeking a full-time Customer Support Representative to join our team and work on-site at our Operations Center in Bloomsburg, PA.

The Customer Support Representative must be able to assist customers in an efficient and professional manner. They determine the purpose and need of customer contact, answer inquiries and resolve problems related to deposit accounts, loans, electronic services and other banking services, recommend appropriate products, and transfer the caller to other personnel if needed. They must be detail-oriented to gather information and document accordingly.

Essential Duties

1. Provides Customer Support as well as telephone support for Bank staff as follows:
   1. Strive for a "first call" resolution by assisting customers with phone and electronic inquiries. Escalation of call to appropriate department as needed for more complex questions or issues.
   2. Develop and maintain thorough knowledge of bank products and services and the policies and procedures for each one. This includes, but is not limited to, deposit accounts, loans, online banking, mobile banking, bill pay, Zelle, and debit cards.
   3. Performs outbound customer calls for E-Banking debit card fraud sheets.
   4. Retrieve and respond to all after-hours inquiries.
   5. Complete account research at customer's request.
2. Develop and maintain thorough knowledge of all bank software applications and be able to quickly access information from multiple programs.
3. Exhibit courtesy, poise, self-confidence and professionalism in manner, speech, and performance of duties.
4. Maintain a professional demeanor when dealing with a difficult customer or situation and know when to escalate the problem to a supervisor or other area.
5. Remain versed on all marketing initiatives and any communication distributed to Journey Bank customers.
6. Participate in product promotions, sales initiatives, or customer satisfaction surveys. This may include making out-going calls to current or prospective customers.
7. Cooperate with, participate in, and promote adherence to all internal policies, procedures, and practices in support of risk management and overall safety, soundness, and compliance with all regulatory requirements. This includes Bank Secrecy Act (BSA) training and complying with all BSA rules and regulations as they pertain to the job position within the Bank.
8. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.
9. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel.

Requirements: The selected candidate must have a high school diploma or equivalent. One year experience in a bank teller, customer service, or call center environment preferred. The selected candidate must also have the following: excellent verbal communication skills including strong grammar and vocabulary skills; excellent active listening skills; ability to quickly compose a well written email; ability to identify problems, possible causes, and alternative solutions; ability to handle conflict and maintain composure; and proficiency using personal computers and all bank software applications.

Work hours are Monday-Friday, 37.5 hours per week.

We provide an excellent benefit package including medical, dental, vision, 401(k) matching, stock purchase program, paid holidays and generous paid time off.

Journey Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All job offers are contingent upon results of a criminal record check, drug screening and credit check.