Experienced Customer Support Specialist I - Extended Hours (In Office) at arenaflex
Job Summary:
At arenaflex, we're on a mission to revolutionize the way we serve our customers. As a Customer Support Specialist I - Extended Hours (In Office), you'll be at the forefront of delivering exceptional service to our customers, prospective customers, and branch personnel. You'll be the face of arenaflex, providing first-call resolution for retail banking inquiries, some commercial inquiries, Online Banking, Bankcard, Mobile Deposit, and Bill Pay products. If you're a customer service enthusiast with a passion for problem-solving and a knack for building relationships, we want to hear from you.
Work Schedule:
Our Customer Support Specialist I - Extended Hours (In Office) role requires flexibility and a willingness to work extended hours, including:
- Monday - Friday, 11am - 8pm
- Some Saturdays
- Some Holidays
Essential Functions:
As a Customer Support Specialist I - Extended Hours (In Office), you'll be responsible for:
- Answering all retail and some basic commercial customer phone call inquiries, including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, and fee or charge reversals.
- Returning customer phone messages from after hours.
- Performing account transactions, including payments and transfers.
- Assisting customers with Telephone Banking inquiries, including password resets, basic system training, and basic troubleshooting.
- Assisting customers with Online Banking inquiries, including password resets, secure access code delivery/retrieval, basic system training, Mobile Deposit enrollment/check deposit, Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools, and overall troubleshooting.
- Assisting customers with Debit Card inquiries, including new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases, and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completing customer card transaction disputes.
- Researching and responding to secure/unsecure customer messages.
- Serving as a resource for operations, policy, and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service. Keeping abreast of bank-wide changes and being able to communicate the impact to customers.
- Providing, presenting, and promoting Service Excellence to all external and internal customers.
- Completing training as assigned.
- Completing annual compliance courses.
- Adhering specifically to all corporate policies and procedures. Also adhering to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
- Adhering to all levels of our Service Excellence standards.
- Performing other duties as required.
General Qualifications:
To be successful in this role, you'll need:
- A high school diploma or general education degree (GED); or the equivalent combination of education and experience. Work-related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related.
- Intermediate knowledge of Bank operations, products, and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
- Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
- Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs, and specialty software programs.
- Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem-solving for customer inquiries.
- Additional preferred skills include customer service, product knowledge, quality focus, problem-solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.
Physical Demands/Work Environment:
As a Customer Support Specialist I - Extended Hours (In Office), you'll need to:
- Have vision, hearing, speech, dexterity, and visual concentration.
- Possess a valid driver's license.
- Be able to stand, walk, sit, and use hands and fingers.
- Work the hours and days required to complete the essential functions of the position, as scheduled.
- Work in a professional office with standard office equipment.
Cognitive Requirements:
To succeed in this role, you'll need to:
- Have the ability to learn, think, concentrate, and exercise self-control.
- Be able to work in a customer relations' environment.
- Pay close attention to detail and work as a member of a team.
- Interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations.
- Exercise discretion and make appropriate judgments when necessary.
Reasonable Accommodations:
arenaflex is committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations, please let us know.
Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional service to our customers. We're a dynamic and growing organization that offers:
- Competitive compensation and benefits packages
- Opportunities for career growth and professional development
- A collaborative and supportive work environment
- Recognition and rewards for outstanding performance
- A commitment to diversity, equity, and inclusion
How to Apply:
If you're a motivated and customer-focused individual with a passion for problem-solving, we want to hear from you. Apply now to join our team as a Customer Support Specialist I - Extended Hours (In Office) at arenaflex. Apply Now! Apply for this job