CUSTOMER & BRANCH SUPPORT ANALYST

Summary:

The ideal candidate will be experienced with providing excellent customer service to both Internal and External customers. The successful candidate will accept ownership for effectively solving all customer issues and inquiries while keeping customer satisfaction at the core of every decision and behavior. Within this role the candidate will possess a dual role as a Call Center associate. The candidate will be required to complete daily tasks while answer incoming phone calls to effectively solve customer issues, complaints, and inquiries.

Primary Responsibilities:

• Services both internal and external customers with retail banking inquiries and needs in a courteous and professional manner while providing prompt, efficient and accurate service 
• Manage large amounts of inbound and outbound calls in a timely manner
  • Quickly identify customers’ needs
  • Clarify information provided to offer best solution
  • Identify root cause of problem and use tools and resources appropriately to determine how to resolve customer issues
  • Resolves all escalated telephone inquiries which may include issues such as the following:

Requirements:

• High School Diploma 
• Experience in a Customer Support role to include customer focus and adaptability to different personalities
• Works well in a team-oriented environment. Willingness to help all departments and branches of the bank.
• Strong phone and communication skills, as well as active listening skills
• Familiarity with CRM systems and practices; Synapsys experience a plus
• Banking experience required 
• Ability to multi-task, set priorities and manage time effectively
• Computer proficiency in Outlook and Word required

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.