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Pinnacle Bank/Bank of Colorado

CUSTOMER SUPPORT ESCALATION REP

Pay: Not specified

Posted: 4 days ago

Location: Gretna, NE (Onsite)

Last Updated: 9 hours ago

Hours: Full-Time

Expires: 10/15/2026

Career Insights for Customer Service Representative (General)

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Based on Nebraska data

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What they do

A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.

$37,327 / year median in Nebraska

-5% projected decline

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Job Description

CUSTOMER SUPPORT ESCALATION REP

Application Deadline:

30 September 2026

Department:

22S5-

Customer Support Center Employment Type:

Full Time Location:

Pinnacle Support Center Compensation:

Depends on Experience Description

GENERAL SUMMARY

The Customer Support Escalation Representative is responsible for providing customer service and enhanced support for online business banking customers via phone, chat and email. The position works under the direction of the Customer Support Center Supervisor(s) and follows established policies and procedures.

RESPONSIBILITIES AND DUTIES

Help customers with a high level of customer service: answering account questions, balancing statements, investigating customer inquiries, resolving problems, Debit Card issues, returned deposit items, overdraft product choices, account updates and various other tasks. Stay informed and knowledgeable of personal and business banking products, services and rates for different charters and markets. Keep up to date and aware of all banking regulations, procedures and bank policies that apply to the job function. Listen to customer needs; educate and suggest products such as Online Banking, Bill Pay and Mobile Banking. Correctly input or verify customer information in database; start and or finish proper request forms and procedures in helping customers. Support Customer Support Supervisors with staff training. Ability to keep regular and reliable attendance with the ability to work

FLEXIBLE

hours, including weekends. Perform any other duties assigned

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of Fiserv internet banking software and general banking operations. Ability to communicate effectively with management, customers, and co-workers. Ability to pay close attention to detail and work with a high degree of accuracy. Ability to meet deadlines and work independently. Ability to assist others within the department. Ability to make sound decisions using information at hand. Skills in problem solving.

EDUCATION AND EXPERIENCE

: High school graduate or equivalent. 1 year of Customer Service Representative experience.

PHYSICAL REQUIREMENTS

NOTE:

The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel. More details The Customer Support Escalation Rep is a position available for candidates with 1 year service in a CSR position or banking. Product experts are responsible for answering questions and handling situations that require extra care. Other duties for the position include team support coverage of critical evening and weekend hours. Evening and Weekend availability is required.