**Job Summary:**
At careerzynith, 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 careerzynith, 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:**
careerzynith is committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations, please let us know.
**Why Join careerzynith?**
At careerzynith, 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 careerzynith.