Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other miscellaneous requests.
Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures. Additional Responsibilities - Senior Level
Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
Maintain availability to assist in the training of new Support Center Representatives. Minimum Requirements - Level I
High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
Must work onsite to perform responsibilities of this position.
As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire. Minimum Requirements - Senior Level
High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
Must work onsite to perform responsibilities of this position.
As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire. Competencies
Excellent phone skills including customer service and sales
Professional oral, written and interpersonal skills
Collaborative and team oriented; works well with others
Strong computer skills Preferred, but not required
Knowledge of the Jack Henry system a plus
Some college preferred
Strong customer service experience
Bilingual a plus

Note:

This job description is not intended to be all-inclusive. Employee may perform other duties as assigned to meet the ongoing needs of the organization. Location Details This position is considered a hybrid role. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs. Onsite work may be performed at the following location(s): North Aurora, IL; Oak Brook, IL; Darien, IL; or Lombard, IL Compensation & Benefits Customer Support Center Representative Base pay: $19.50 - $25.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Variable Pay:

Eligible to participate in the Retail Incentive Plan. Payment varies based upon sales/service performance. Senior Customer Support Center Representative Base pay: $20.50 - $27.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and... For full info follow application link. Old Second National Bank is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to their real or perceived race, color, religion, creed, sex, marital status, national origin, citizenship, ancestry, age, sexual orientation, gender identity, disability, military status, genetic information, veteran's status, or any other protected characteristic under applicable law. 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