Customer Support Specialist

Grow With Us At Rio Bank, every customer interaction matters. As a Customer Support Specialist, you'll serve as the first point of contact for customers and employees, helping them navigate banking services with confidence while delivering exceptional support across multiple communication channels. If you enjoy helping people, solving problems, and creating positive customer experiences, this role offers an opportunity to develop your banking expertise while making a meaningful impact every day. Why This Role Matters The Customer Support Specialist plays an essential role in delivering the high level of service our customers expect from Rio Bank. By providing prompt, accurate, and professional assistance, you help strengthen customer relationships and ensure a seamless banking experience. Your work directly contributes to: Delivering exceptional customer service and support Building customer trust through accurate and secure account servicing Promoting Bank products and services that meet customer needs Supporting operational efficiency through effective call management Protecting customer information through strong compliance and security practices Enhancing customer satisfaction and retention Position Summary The Customer Support Specialist serves as the first point of contact for customers and employees, handling a wide variety of account inquiries and service requests through phone, chat, screen sharing, live camera, and other digital communication channels. This role is responsible for providing accurate information, processing customer requests, promoting Bank products and services, and ensuring compliance with authentication, security, and regulatory requirements. What You'll Do Customer Service & Support Answer inbound customer calls related to a wide variety of account inquiries and service requests Greet customers promptly, professionally, and in a friendly manner Assist customers using multiple service channels, including telephone, chat, screen sharing, and live video support Provide accurate information regarding accounts, products, services, and electronic banking solutions Refer customers to the appropriate department when issues require specialized assistance Maintain a positive and professional customer experience during every interaction Call Management & Service Delivery Efficiently manage call queues to ensure timely assistance for customers and employees Prioritize incoming requests while meeting service standards and response expectations Maintain comprehensive knowledge of Bank products, services, and departmental procedures Work alternate Saturdays to provide necessary customer support coverage Product Knowledge & Relationship Building Promote Rio Bank products and services by identifying opportunities to meet customer needs Educate customers on available banking solutions, including: Consumer and commercial loans Certificate of Deposit (CD) products Debit card services Merchant services Electronic banking services Help customers maximize the value of Rio Bank's products and digital banking tools Compliance & Security Follow established customer authentication procedures before discussing account information or processing requests Maintain strict confidentiality of customer and Bank information Adhere to all Bank policies, procedures, regulations, and security protocols Safeguard sensitive customer and organizational information at all times Complete required BSA/AML and compliance training Administrative & Operational Support Maintain department forms, supplies, and resources needed to support daily operations Properly maintain records, documentation, and reports as required Participate in training and continuing education opportunities Support additional departmental projects and operational needs as assigned What We're Looking For Required Qualifications High School Diploma or equivalent required Two (2) years of banking or related experience required Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint Strong knowledge of electronic banking products and services Professional Skills Excellent written, verbal, and interpersonal communication skills Strong customer service orientation and relationship-building abilities Exceptional attention to detail and commitment to accuracy Strong organizational and time-management skills Ability to prioritize tasks and meet deadlines Ability to multitask in a fast-paced environment Strong problem-solving and critical-thinking skills Team-oriented attitude with a collaborative approach to work This role is a great next step if you're looking to: Expand your knowledge of banking products, services, and operations Develop expertise in customer service and relationship management Strengthen your communication, problem-solving, and critical-thinking skills Gain exposure to electronic banking and digital customer support technologies Build a foundation for advancement within customer experience, retail banking, or banking operations Rio Bank is an equal opportunity employer and is committed to providing equal employment opportunity for all persons regardless of race, religion, color, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Reasonable accommodations for an individual’s disabilities will be made for qualified applicants who are able to successfully perform the essential functions of the job with or without reasonable accommodation. #J-18808-Ljbffr