Customer Support Agent

The Customer Support Agent provides premier service for consumer and business customers internally and externally through electronic channels, such as email, phone, and online banking messages. The role is often the first point of contact, aiming for a first person-first call resolution to provide #PeopleFirst experience for customers. These customer inquiries and questions include: debit cards, online banking, bill pay, cash management, and standard banking processes. The Customer Support Agent participates in organization wide communication and education of these topics and more.

Responsibilities

• Exercise informed, independent judgement.
• Provide premier customer service to our internal and external (consumer & business customers) both inbound and outbound.
• Have a can-do attitude/ Solutions focused, provide customer education on offered products and services.
• Listen to customer feedback – what's working, what's not – and make recommendations for enhancements.
• Know when to offer help- strive to provide exceptional customer experience and know when to ask for help- know when to escalate a customer call as needed.
• Be the first point of contact for internal and external customers (Consumer & Business) for questions and education related to debit cards, online banking, bill pay, cash management, and standard banking process.
• Actively participate in internal and external continuing education on deposit operations, electronic banking, cash management, business deposit operations, and debit cards.
• As a team perform daily operational tasks and additional projects as assigned.
• Regular coaching and development on Choice’s standards and metrics to achieve the ultimate #PeopleFirst experience for customers.
• Follow the expectations of Choice’s risk and compliance standards for all customer interactions via all channels of communication.
• Helps peers identify opportunities to educate customers on products and services that align with their needs.

Requirements

• Minimum of 0 to 1 years of relevant experience with requisite competencies.
• Experience in customer service, call centers, and/or banking or equivalent education in communications, sales, business or related field.
• Preferred experience or exposure to cash management products and sales.
• High school diploma or equivalent

Travel Requirement

This position requires travel to support business needs, including team collaboration, internal trainings, and cross-functional initiatives. The frequency and duration of travel will vary based on organizational priorities

and team needs.

Cultural Alignment

Choice is #PeopleFirst, banking second.

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities.

In contributing to our culture, Choice team members are guided by our core values.

• Embrace change and encourage innovation.
• Know when to ask for help and know when to offer help.
• Better the places we live.
• Work hard. Do the right thing. Have a little fun.

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values.

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work.

Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.

Disclosure

This job description is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a significant risk to the health and safety of themselves or other employees.

All employment at Choice Financial Group is “at will” employment. This position description does not create an employment contract, implied or otherwise.

The base salary for this role is listed below. This pay range is posted to comply with wage transparency laws. The base salary may vary based on skill, ability, knowledge, experience, and geographic location. Full-time employees are also eligible for a competitive bonus and benefits package.