Customer Support Specialist

Job Description

Job Description

Position Summary

Responsible for providing first-level customer support through the Customer Service Center / Helpdesk by receiving inbound calls through the bank's 800-number and assisting customers with consumer online banking, mobile banking, debit card inquiries, deposit account servicing, password resets, general customer questions, and simple business online and mobile banking access issues. This position resolves first-contact issues whenever possible, educates clients on available self-service options, supports consumer support activity tracking, and triages more complex business banking or treasury-related requests to the appropriate higher level of support. The role may provide initial support for Remote Deposit Capture, basic treasury management servicing, user entitlement maintenance, and token distribution under established procedures and escalation guidelines.

Essential Functions

• Receive and respond to inbound customer calls through the bank's 800-number and provide professional, courteous, and accurate first-level support through the Customer Service Center / Helpdesk.
• Assist customers with consumer online banking and mobile banking questions, access issues, navigation support, password resets, enrollment assistance, and general troubleshooting.
• Respond to debit card inquiries, including general card support, card access questions, transaction inquiries, card servicing requests, and appropriate escalation of unresolved or risk-related matters.
• Provide deposit account servicing support for consumer and less complex business customers, including general account questions, account maintenance requests, transaction research, statement or document questions, and routine service needs.
• Assist business customers with basic online banking and mobile banking inquiries, access issues, password resets, user access questions, and routine troubleshooting within established procedures.
• Provide initial support for business banking services, including Remote Deposit Capture questions, basic treasury management servicing, basic entitlement maintenance, and token distribution, escalating complex requests to the appropriate support tier.
• Triage treasury-related requests by gathering required information, documenting the customer need, attempting basic troubleshooting where appropriate, and providing a smooth handoff to Treasury Management, Business Support, Deposit Operations, Technology, Fraud/Risk, or other higher-level support teams.
• Resolve first-contact customer issues whenever possible while recognizing when escalation is required based on complexity, risk, authority level, or procedure.
• Educate clients on available self-service options, including online banking, mobile banking, password reset tools, debit card controls, digital statements, account alerts, and other customer-facing service channels.
• Support creation and maintenance of dashboards or reporting used to track consumer support activity, call drivers, issue trends, online banking support volume, escalation volume, and service opportunities.
• Maintain accurate customer interaction notes, service requests, follow-up items, and supporting documentation in accordance with bank procedures.
• Perform other duties as assigned based on business needs, including customer service support, special projects, process improvement, and documentation support.

Education

• Required Experience: One or more years of customer service, call center, branch banking, helpdesk, deposit operations, or related financial services experience preferred.
• Preferred Experience: Experience supporting consumer online banking, mobile banking, debit cards, deposit accounts, password resets, or basic business online banking services.
• Required Education: High school diploma or equivalent required; additional banking, customer service, or technical support training preferred.

Knowledge, Skills, and Abilities

• Knowledge of consumer banking services, deposit accounts, online banking, mobile banking, debit card servicing, and routine account maintenance practices.
• Basic understanding of business online banking services, Remote Deposit Capture, user access, token distribution, and treasury management servicing concepts preferred.
• Ability to provide a professional, patient, and customer-focused experience while handling inbound telephone calls and helpdesk-style support requests.
• Strong verbal communication skills with the ability to explain digital banking, debit card, deposit account, and self-service options clearly to customers.
• Ability to troubleshoot routine access issues, reset passwords, gather customer information, identify common service needs, and resolve first-contact issues whenever possible.
• Ability to recognize complex, treasury-related, fraud-related, technical, or risk-related issues and escalate them promptly to the appropriate higher level of support.
• Ability to document customer interactions, service requests, issue details, handoffs, and follow-up items accurately and consistently.
• Ability to educate customers on self-service tools, digital banking features, account alerts, debit card controls, and other available customer service options.
• Strong organizational skills with the ability to manage call volume, customer requests, follow-up items, and basic reporting support in a timely manner.
• Detail-oriented with the ability to support dashboard activity tracking, identify recurring customer issues, and share service trends with management.
• Ability to work collaboratively with Customer Service, Branch/Retail, Deposit Operations, Treasury Management, Business Support, Technology, Fraud/Risk, and other internal partners.
• Knowledge of applicable banking policies, procedures, security requirements, customer authentication practices, and compliance responsibilities related to customer account servicing.

Compliance

It is the responsibility of each bank staff member and of management to adhere to policies and procedures designed to implement compliance with the laws and regulations to which the bank is subject. Each bank staff and management member shall be accountable for understanding how compliance with laws and regulations affects the performance of their day-to-day duties, for completing compliance training as assigned and for carrying out those duties in a manner to achieve compliance with those laws and regulations.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job , unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.