Customer Support Agent

at  Tri Counties Bank

Great Career Opportunity!!
Customer Support Agent - Spanish speaking desired but not required
Eligible for full-time benefits including up to 20 days paid vacation/holidays your first year, Medical/dental/vision coverage, Employee Stock Ownership Program and 401k.
The hiring range for this opportunity is $17.00 to $19.20 per hour along with incentive opportunities, creating a competitive total compensation package based on our pay scale, and may be modified by location and is commensurate with qualifications and experience.

POSITION SUMMARY

Customer Support Agents deliver on our promise of Service with Solutions every day. They make every interaction enjoyable, bringing a sincere and pleasant approach that reminds our customers why they do business with a community bank. They are problem solvers, using empathy to understand and address customer concerns completely. Agents collaborate as needed across the bank as one team, employing their skills and knowledge to own, follow up, and resolve the issue at hand. Our agents are experts in online banking, debit/credit cards, checking accounts, loan servicing, and many other areas. They proactively recommend bank products/services and ensure a warm handoff to the best internal partner to fulfill customer needs.
Hours of Operation are Monday through Friday 7am-7pm; Saturday 9am-6pm and Sunday 9am-5pm. Closed all Federal Holidays!

EXPERIENCE REQUIREMENTS

• One or more year’s customer service or professional business experience required.

EDUCATION, EXPERIENCE AND OTHER SKILLS NEEDED

• High school diploma or GED required.
• Previous customer service experience required. Financial services or call center experience preferred.
• Strong professional verbal/written and reading comprehension communication skills required.
• High level proficiency in personal computers, email, chat, Salesforce CRM, and other Windows based programs required as well as the ability to learn new systems. Must be able to problem solve and troubleshoot technical issues related to software or hardware.

PHYSICAL AND MENTAL REQUIREMENTS

• May be required to lift up to 25 pounds.
• Ability to work in a fast-paced team environment and remain focused for extended periods of time.
• Ability to communicate verbally and in writing with both customers and colleagues in a professional and clear manner.
• Ability to follow established procedures and maintain a positive attitude while handling difficult and/or repetitive interactions.

MAJOR RESPONSIBILITIES

• Delivers a measurably superior customer experience. This is done by listening, empathizing, taking ownership of issues, collaborating as needed, and effectively relaying solutions in a fast-paced environment.
• Communicates effectively. Communicate verbally and through messages clearly and accurately. Have a friendly and helpful demeanor and seek to make every interaction enjoyable.
• Problem solving. Proactively troubleshoot, diagnose, and repair issues with products, services, and technology. When they don’t know the answer, they commit to finding and understanding it.
• Customer growth and acquisition. Recommend the bank’s products and services by recognizing opportunities, asking questions, and sharing their knowledge. Ensure the customer is then connected to the right person to deliver those solutions.

OTHER RESPONSIBILITIES

• Maintains and grows an extensive knowledge base. Learns the bank’s products, services, policies, procedures, and systems. As well as learns about relevant industry regulations and adapts rapidly to changes and new offerings.
• Maintains a current understanding of Bank policies and procedures in compliance with all federal and state laws, including but not limited to Bank Secrecy Act (SARs, CIP, OFAC), Information Security (GLBA), Identity Theft Red Flags, Financial Elder Abuse Reporting, and any other applicable regulations that may be specific to your job duties.
• Upholds security and confidentiality. Strictly follows policies and procedures to protect private information and finances. Should also be able to identify potential exception situations and collaborate with leadership on creative solutions.
• Uses technology to enhance our humanity. Help our customer’s leverage tech solutions to save them time and money. Consistently use systems like our Salesforce customer relationship platform to grow relationships and communicate more effectively.
• Helping as needed. Help keep the business running by assisting with other duties as assigned, including customer messaging, data entry, reports, and other tasks.
  The above duties or procedures describe the chief functions of the job and are not to be considered a detailed description of every duty of the job.