CUSTOMER SUPPORT ESCALATION REP

CUSTOMER SUPPORT ESCALATION REP

Job 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. 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. Benefits We offer fair and competitive compensation as well as bonus based on an employee's years of service and possible discretionary merit bonuses. Employees also have the opportunity to participate in the Bank incentive programs based on charter/branch guidelines. Other Full-Time benefits include: 8 paid holidays.

• 17 PTO days each year for the first five years of employment. Employees must also complete the 90-day introductory period prior to accruing PTO.
• After five years, 22 PTO days each year.
• After ten years, 27 PTO days each year.
• Employees must also complete the 90-day introductory period prior to accruing PTO.
• New employees will receive 16 hours of paid sick time upon their hire date.
• Health, dental, prescription drug card, vision, and voluntary life insurance plans.

Health Savings Account with employer contributions. Flexible medical and dependent care spending plans. Parental Leave after one year of full time employment. 401K plan after 3 months and start of next quarter with employer contributions and profit sharing. Free checking account and basic printed checks. Free safe deposit box. $50,000 group term life insurance. Long term disability insurance. Employee Assistance Program. Educational Assistance.

• Paid holidays and paid time off benefits are not applicable for employees that are fully commissioned.

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at personnel@pinnbank.com or by phone at 402-697-8666 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address. For more information, view the

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STATEMENT.