Customer Support Specialist
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About The Position
The Customer Support Specialist at German American State Bank is a vital role responsible for delivering exceptional customer service to clients who reach out via telephone, virtual chat, email, and electronic banking platforms. This position requires a comprehensive understanding of the bank's products, services, and processes, particularly in electronic banking, to effectively support cross-selling efforts and identify referral opportunities across various departments. The specialist is expected to create great first impressions and address customer requests promptly, ensuring that all daily tasks are completed accurately and within the required time frame. Knowledge of the bank's digital products and services is essential, as the specialist will educate customers on electronic banking functionalities and assist them with enrollment, account unlocking, and password resets. In addition to handling escalated calls related to electronic banking platforms, the specialist will assist customers with general inquiries, research account issues, and follow up to ensure resolution. The role also involves supporting fraud investigations, maintaining accurate customer information, processing requests for stop payments, and assisting with wire transfers. The specialist will collaborate with various teams to enhance the customer experience and may also provide support for debit card and ACH inquiries, ensuring compliance with banking regulations and internal policies. The work environment is primarily clerical, utilizing standard office equipment such as computers and phones. The role requires manual dexterity and the ability to sit or stand for extended periods. The ideal candidate will possess strong communication skills, a customer-focused attitude, and the ability to solve problems effectively. This position is crucial for maintaining the bank's commitment to serving its communities and ensuring customer satisfaction.
