Customer Support Specialist

WHO WE ARE At GreenWay Bank, we believe banking is about more than transactions—it’s about relationships, trust, and making a meaningful impact in the communities we serve. GreenWay Bank was founded in 1889 and has built a long tradition of serving customers with personalized service and local decision-making. Today, we proudly serve Van Wert, Fort Wayne, and the surrounding communities, combining the strengths of a community bank with the innovative mindset and capabilities needed to grow into the future. We are passionate about helping individuals, businesses, and communities thrive while staying true to the values that have guided us for generations. Our GreenWay Bank culture is rooted in our C.A.R.I.N.G. Core Values: Community – Serve to strengthen where we work and play Accountability – Own our actions and follow through with excellence Respect – Actively listen, value every voice, and collaborate for success Integrity – Do what is right, always Innovation – Create, improve, and enhance continuously Grit – Do what is needed, not what is easy At GreenWay Bank, we are driven by exceptional service, meaningful relationships, and a commitment to enriching the lives of everyone we serve. We honor our history, embrace innovation, and invest in people who want to make a difference alongside us. POSITION SUMMARY The Customer Support Specialist owns the customer experience by serving as the primary point of contact for customers and frontline staff through in‑person service, phone, email, chat, account servicing, digital banking support, and issue resolution. As part of GreenWay Bank’s centralized Customer Support team, this position delivers exceptional service by providing timely, accurate, and professional support while building trusted relationships with customers and internal partners. The Customer Support Specialist performs a broad range of customer support responsibilities, including opening new accounts, servicing deposit accounts, supporting digital banking platforms, resolving customer inquiries, researching issues, processing account maintenance requests, and assisting customers with banking products and services. This position serves as the trusted customer support resource by partnering with customers and business partners across the organization—including Retail Banking, Branches, Bank Operations, Business Solutions, Commercial Loan Operations, Commercial Banking, Mortgage, Treasury, and other support areas—to resolve issues, answer questions, coordinate solutions, and ensure a seamless customer experience. Success in this role requires a passion for customer service, strong communication skills, sound judgment, attention to detail, adaptability, and a commitment to building relationships while delivering accurate, responsive, and solution‑oriented support. ESSENTIAL RESPONSIBILITIES & DUTIES Customer Experience & Relationship Management Delivers exceptional customer service by serving as a primary point of contact for customers through in‑person interactions, telephone, email, chat, secure messaging, and other communication channels. Builds trusted relationships with customers by understanding their financial needs and providing knowledgeable, responsive, and professional support. Serves as a primary resource for customer account servicing, issue resolution, and ongoing relationship management. Opens new consumer and business deposit accounts in accordance with established policies, procedures, regulatory requirements, and service standards. Manages online account applications, ensuring timely follow‑up, accurate processing, and an exceptional onboarding experience. Educates customers on GreenWay Bank’s products, services, digital banking tools, and self‑service resources to promote confidence and successful banking relationships. Customer Support & Problem Resolution Researches and resolves customer questions, account concerns, and service requests while maintaining a high level of professionalism and responsiveness. Provides support for digital banking platforms, including online banking, mobile banking, electronic services, authentication, and related customer inquiries. Processes account maintenance requests, documentation updates, and other customer servicing activities accurately and timely. Coordinates with internal departments to resolve customer issues efficiently while ensuring a positive customer experience. Escalates complex customer concerns through appropriate channels while maintaining ownership of the customer experience through resolution. Relationship Deepening & Referrals Identifies opportunities to strengthen customer relationships by recognizing financial needs and discussing applicable GreenWay Bank products, services, and solutions. Makes timely referrals to appropriate business partners, including Retail Banking, Business Solutions, Commercial Banking, Mortgage, Treasury, or other departments based on customer needs. Supports the Bank’s relationship‑building philosophy by helping customers maximize the value of their banking relationship. Operational Excellence Performs customer support responsibilities accurately, timely, and in accordance with established policies, procedures, regulatory requirements, and internal controls. Maintains complete and accurate customer records, documentation, and system information. Assists with operational tasks assigned to the Customer Support team while maintaining established service levels and quality standards. Maintains working knowledge of banking regulations, products, services, and technology necessary to effectively support customers. Collaboration & Internal Partnership Serves as a trusted resource for branches and internal departments by responding to questions, researching issues, and providing timely support. Collaborates closely with Bank Operations, Business Solutions, Commercial Loan Operations, Retail Banking, and other internal partners to ensure a consistent and seamless customer experience. Communicates customer feedback, trends, and recurring service opportunities to leadership to support continuous improvement. Continuous Improvement Identifies opportunities to improve customer service, workflow efficiency, operational processes, and the overall customer experience. Participates in training, cross‑training, and professional development opportunities to maintain proficiency in banking products, services, systems, and technology. Contributes to a positive, collaborative, and customer‑focused team environment. Perform other duties, responsibilities, and special projects as assigned. QUALIFICATIONS Education High school diploma or equivalent required. Associate’s degree in Business, Communications, Finance, Accounting, Banking, or a related field (or equivalent work experience) preferred. Experience Minimum of two (2) years of customer service, retail, banking, deposit operations, or related financial services experience preferred. Experience opening new accounts and supporting digital banking platforms preferred. Knowledge, Skills, & Abilities Demonstrated commitment to delivering exceptional customer service and building lasting customer relationships. Strong understanding of deposit products, account servicing, digital banking, and consumer banking operations. Excellent verbal, written, and interpersonal communication skills. Ability to effectively resolve customer concerns while exercising sound judgment and professionalism. Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment. Exceptional attention to detail and commitment to accuracy. Ability to identify customer needs and make appropriate referrals to deepen banking relationships. Demonstrated ability to work collaboratively with customers, teammates, and internal business partners. Proficiency with banking technology, digital platforms, and Microsoft Office applications. We recognize that relevant knowledge, skills, and abilities may be gained through a variety of professional and educational experiences. Equivalent combinations of education, experience, training, certifications, and professional development will be considered. PHYSICAL REQUIREMENTS & WORK ENVIRONMENT This position primarily operates in a banking branch office environment and routinely uses standard office equipment, computers, phones, printers, scanners, cash handling equipment, and other banking technology systems while providing service to customers. While performing the essential functions of this role, the employee may be required to: Frequently move throughout the branch office environment to assist customers, access workstations, retrieve supplies, or perform operational tasks. Handle cash, coin, negotiable instruments, and other financial documents with accuracy and attention to detail. Occasionally bend, reach, stoop, or kneel while performing branch or operational responsibilities. Remain in a stationary position for extended periods of time. Operate a computer, cash handling equipment, and other standard office and banking equipment. Communicate effectively in person, by phone, video, and electronic communications. Occasionally lift, carry, push, or move items weighing up to 25 pounds, including coin boxes, cash shipments, office supplies, and other operational materials. Reasonable accommodation(s) may be made to enable qualified individuals with disabilities to perform the essential functions of the position. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change at any time with or without notice based on business needs. #J-18808-Ljbffr