Customer Support Center Representative

Job Description

Job Description

Role Summary:

The Customer Support Center Representative is responsible for providing accurate and efficient service and support to internal and external customers via email, secure message, or telephone communication. Promotes Horicon Bank as a full-service bank; maintains expected standards of customer service, product sales, referrals, and accuracy of account maintenance processed in compliance with Horicon Bank guidelines.

Principal Duties and Responsibilities:

• Enthusiastically support the Bank sales function by providing exceptional service to internal and external customers of the Bank.
• Promote and sell Horicon Bank products and services through inbound and outbound phone calls.
• Assist with questions and inquiries regarding bank products, services, and procedures via telephone, email, or secured messaging.
• Review and resolve internal and external bank errors/complaints received via telephone, email, or secured messaging.
• Provide operational and sales support to internal customers through a direct support line.
• Perform address changes, account maintenance, balance transfers, dormant account reactivation, and file maintenance. Assist customers with electronic and voice banking needs. Assist customers with credit and debit card inquiries, blocks and card maintenance.
• Review online applications, process account opening, complete maintenance and provide support for accounts opened via our Digital Branch.
• Process routine daily and weekly reports including audits, check back, and maintenance of customer accounts and profiles. Complete workflows requiring maintenance to accounts, RIMS and services.
• Prepare documentation and reports of Customer Support Center function activities according to schedule or as requested.
• Keep current on various types of fraud trends to protect the bank and our customers from potential fraud losses.

Additional Duties and Responsibilities:

• Update knowledge and develop professionally on a continuing basis. Participate in internal and external training and development opportunities as required.
• Perform other duties as may be necessary to fulfill the responsibilities of this role, or to assist in other areas of the bank.
• Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to the AML/CFT team.

Knowledge, Skills, and Abilities:

• High school diploma and a minimum of two years banking experience required. Previous new account opening experience preferred.
• Computer literacy including experience with Office Suite, MS Word, MS Excel, and other computer software products.
• Knowledgeable of all bank functions and understanding of bank products and services, including the rules, regulations, policies, and procedures.
• Exceptional customer service and excellent verbal and written communication skills are necessary to adequately address customer inquiries and efficiently resolve conflict in the most appropriate manner while positively representing the bank.
• Must possess the ability to plan and prioritize work, multi-task, exercise good judgment in all areas of responsibility, safeguard confidential information, and work effectively under pressure.
• Ability to analyze data, identify and troubleshoot issues and provide practical solutions.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental concentration is necessary for listening and responding to various situations. Must be able to lift and move up to 20 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours and may include some evening and weekend hours.

This role description describes the general nature and level of work performed by employee assigned to this role. It does not state or imply that these are the only duties and responsibilities assigned to the role. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

This role description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs to the employer and requirements of the role change.