Commercial Customer Support Associate

This position is part of the Commercial Services Customer Support department within our Bank Operations group. This team is primarily responsible for providing direct telephone and email support to our business and commercial clients. Products and services supported include online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, cash vault, and many others. This role is crucial in facilitating the onboarding process for new clients and completing ongoing account and service maintenance as requested by the customer.

Standard Hours: Monday-Friday 10:00 a.m.-7:00 p.m.

• Shift differential is available for certain hours - $5.00/hour for Monday through Friday from 5:00 p.m. - 7:00 p.m.

Requirements:

• 1-3 years banking experience or college degree preferred, but not required
• Must enjoy customer interaction and have the ability to sympathize with customers while maintaining proper controls
• Must feel comfortable helping customers with technical problems, including troubleshooting computer settings and assisting with software installations
• Excellent verbal and written communication skills
• Ability to provide a high degree of customer service
• Ability to work in a team environment where responsibilities rotate
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• Problem solving skill with strong attention to detail
• Ability to operate in a deadline-driven environment with specific service level agreements
• Other duties as assigned by management

In addition, the position is expected to read, reference, and interpret written departmental procedures, cross train on department tasks, make suggestions to correct or enhance existing processes, and take advantage of available opportunities to develop a deeper understanding of applicable regulations, operational compliance, and the banking industry to support career development and growth.