Customer Service and Support Specialist

Wayne Bank And Trust Co. - Richmond, IN

Full-time

Richmond, IN

Credit Intermediation and Related Activities

About the position

The Customer Service and Support Specialist plays a crucial role in ensuring customer satisfaction by placing the customer at the center of every interaction. This position involves answering incoming calls, assisting customers with their needs, and providing exceptional service. The specialist is also responsible for various back-office operations, including deposit operations and digital services support, ensuring smooth banking processes and customer assistance.

Responsibilities

• Answer incoming calls and greet callers in a warm, professional manner.
• Assist callers in identifying their needs and provide an exceptional experience with every interaction.
• Use information from various sources to field questions from callers regarding departments, phone numbers, operational hours, etc.
• Promptly respond to internal and external customer service requests.
• Run outgoing mail through the postage meter daily and place it in the mail receptacle for pickup.
• Monitor mail that has been returned undeliverable and make needed address changes.
• Conduct maintenance on General Ledger descriptions as needed.
• Perform daily check item review and review monthly closed accounts for maintenance in the banking system.
• File and track monthly statements that are on mail hold and verify wire transactions.
• Review daily scanned work for accuracy and assist with daily balancing of various bank card services platforms.
• Enter new bank card records in the banking system and order new and replacement bank cards as needed.
• Perform routine maintenance on bank card records and online banking accounts.
• Notify customers of potentially fraudulent bank card transactions and complete necessary documentation.
• Maintain files for all bank card applications and maintenance requests.
• Input new account records into the Online Banking Portal and assist customers with learning Online Banking, Mobile Banking, and Cash Management features.

Requirements

• High school diploma or equivalent.
• 2+ years of customer service experience.
• Demonstrated strong verbal and interpersonal skills.
• Self-motivated with the ability to work independently.
• Strong organizational skills with attention to detail while multi-tasking.
• Effective and responsive telephone etiquette with excellent communication skills.
• Tact and diplomacy in dealing with customers and employees.
• Proficient computer skills and problem-solving skills in a high-pressure environment.

Nice-to-haves

• Some post-secondary education preferred.
• Experience working in a team-oriented, collaborative environment.