Customer Support - Banking (225-827)

In the dynamic and fast-paced world of banking, the role of a Customer Support Specialist is critical to maintaining excellent client relationships and ensuring customer satisfaction. As a vital part of the customer service team, a Customer Support Specialist in Banking is responsible for addressing customer inquiries, resolving issues, and providing product and service information. This role requires a deep understanding of banking products, procedures, and regulations, along with exceptional communication and problem-solving skills. The specialist acts as the voice of the bank, handling customer transactions, troubleshooting problems, and enhancing the overall customer experience. It is an exciting opportunity for individuals passionate about helping others and thriving in a challenging environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Resolve customer complaints and issues efficiently, ensuring complete satisfaction.
• Provide accurate information about banking products, services, and regulations.
• Assist customers with account management, including opening, closing, and maintenance.
• Identify customer needs by asking clarifying questions and providing appropriate solutions.
• Document all customer interactions and transactions in the banking system accurately.
• Escalate unresolved issues to the appropriate departments following service protocols.
• Participate in ongoing training to stay updated with banking policies and procedures.
• Track and analyze customer feedback to identify trends and areas for improvement.
• Maintain customer confidentiality and adhere to data protection regulations diligently.
• Support the team in meeting customer service KPIs and SLA targets effectively.
• Collaborate with internal departments to enhance the customer service experience.

Requirements

• High school diploma or equivalent; bachelor’s degree in a related field preferred.
• Previous customer support experience, preferably in a banking or financial setting.
• Excellent verbal and written communication skills for diverse professional interactions.
• Strong problem-solving skills with the ability to handle difficult situations calmly.
• Proficiency in banking software and Microsoft Office applications such as Word and Excel.
• Ability to work flexible hours, including mornings, evenings, and weekends as necessary.
• Strong attention to detail and commitment to delivering high-quality customer service.