Experienced Customer Support Specialist I - Extended Hours (In Office) at careerzynith

• *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.

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