What are the responsibilities and job description for the Customer Support Representative position at Citizens Bank - WI?
The Customer Support Representative handles all customer calls that come into the Bank needing support for their accounts and services. The Customer Support Representatives provide account support for both business and consumer customers on deposit accounts and loans. The Customer Support Representative's primary responsibilities include account maintenance, reconciling and researching accounts, debit card maintenance and electronic banking support. In addition the Customer Support Representative is responsible for recognizing customer needs and cross-selling products and services that align with their customer's financial goals.
Business Hours:
Monday - Friday 8am-5:30pm, Saturday 9am-1pm
Typically 38-40 hours per week.
*Hours may vary based on business needs and may change at any time
Essential Duties and Responsibilities:
- Listen effectively to customers' requests and promptly take the necessary action to assist them.
- Effectively cross sell bank products and services
- Educate customers on utilizing bank products and services
- Escalate issues immediately and take necessary steps to prevent and/or minimize loss to the bank and/or the customer
- Take the initiative to follow-up, escalate or seek additional resources to ensure customer satisfaction
- Adapt to the concepts and procedures, notifying management when additional training is needed on product and service knowledge
- Any other duties as assigned
Requirements:
- High School Diploma or GED
- 2 years of Personal Banking experience required
- Knowledge of banking products and services including loans
- Call center experience preferred
- Strong verbal communication skills
- Ability to cross sell products and services
- Ability to multitask
Critical Competencies:
- Customer Service Excellence
- Communication
- Listening Skills
- Confidentiality
****Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities****
Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf.