Service & Support Specialist

Prairie State Bank & Trust - Springfield, IL

Full-time - Entry Level

Springfield, IL

11-50 employees

Credit Intermediation and Related Activities

About the position

The Service & Support Specialist at Prairie State Bank & Trust is a cross-functional role focused on delivering exceptional customer service both over the phone and in-person. This position is crucial for creating a positive first impression for customers, handling inquiries, conducting financial transactions, and educating customers about bank products and services. The role supports the overall operations of the branch or call center, ensuring a high level of professionalism and customer satisfaction.

Responsibilities

• Deliver exceptional customer service in every interaction, ensuring a positive and professional experience.
• Welcome customers with a friendly and professional tone, using their names and acknowledging their needs.
• Provide clear and accurate information to customers, addressing inquiries politely and helpfully.
• Listen attentively to customers' needs and offer assistance, ensuring they are educated on the bank's products and services.
• Accurately process customer transactions, including deposits, withdrawals, transfers, and loan payments.
• Answer incoming calls promptly, assist with account inquiries, troubleshoot issues, and resolve customer concerns.
• Ensure customer records are up-to-date and accurately maintained.
• Maintain a high level of professionalism in both appearance and conduct at all times.
• Gain a deep understanding of Prairie State Bank & Trust products and services to assist customers effectively.
• Actively participate in sales initiatives and meet referral goals.
• Work effectively with team members across both retail banking and the call center, assisting with coverage as needed.
• Assist with branch upkeep, including maintaining a clean and organized workspace and ensuring the lobby area is welcoming for customers.
• Complete call logs and maintain accurate records in CRM systems.
• Process and file branch documents in compliance with retention schedules.
• Meet or exceed individual performance goals for customer satisfaction, product knowledge, and referral metrics.

Requirements

• High school diploma or equivalent required; some college coursework in business or finance preferred.
• Previous experience in retail banking or customer service is preferred.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to build rapport with customers.
• Ability to multitask and work efficiently in a fast-paced environment while maintaining attention to detail.
• Proficiency in computer systems, including banking software and CRM platforms.
• Ability to work a flexible schedule, including evenings and weekends as needed.
• Strong organizational skills and ability to manage multiple priorities effectively.

Nice-to-haves

• Some college coursework in business or finance preferred.
• Previous experience in retail banking or customer service is preferred.

Benefits

• Full-time position with variable hours depending on branch and call center needs.
• Opportunities for professional development and growth within the bank.