Customer & Branch Support Analyst

SummaryThe ideal candidate will be experienced with providing excellent customer service to both Internal and External customers. The successful candidate will accept ownership for effectively solving all customer issues and inquiries while keeping customer satisfaction at the core of every decision and behavior. Within this role the candidate will possess a dual role as a Call Center associate. The candidate will be required to complete daily tasks while answer incoming phone calls to effectively solve customer issues, complaints, and inquiries.Primary ResponsibilitiesServices both internal and external customers with retail banking inquiries and needs in a courteous and professional manner while providing prompt, efficient and accurate service Manage large amounts of inbound and outbound calls in a timely mannerQuickly identify customers’ needsClarify information provided to offer best solutionIdentify root cause of problem and use tools and resources appropriately to determine how to resolve customer issuesResolves all escalated telephone inquiries which may include issues such as the following:OverdraftsDebit and Credit card issuesAccount balancesCleared checks and check orderingRequests for copies of statementsOnline Banking questionsAutomated Phone System questionsDeposits inquiriesStop Payments Analyze reports including, but not limited to:Warnings reportBusiness Net Teller / Cash Management applicationsDebit card reportLarge items reportReview RDA deposits through Smart Pay PortalFinboa program; Fraud research for Debit Card transactionsProcess and order debit cards for customersBalance checking and savings accounts as requested by customers Place Harland Check ordersBalance Savings BondsQuote Loan Pay OffsPrint various disclosures/notices CDs, IRAs and Safe Deposit Boxes Print Hold statements every 1st of the month through 4-SightLooks for opportunities to sell bank products and services to benefit the customersAttend educational seminars to improve knowledge and performance levelFollow appropriate bank, regulatory and legal requirementsMeet personal and team qualitative and quantitative targetsPerforms related duties as assigned and is cross trained in other department functions.RequirementsHigh School Diploma Experience in a Customer Support role to include customer focus and adaptability to different personalitiesWorks well in a team-oriented environment. Willingness to help all departments and branches of the bank.Strong phone and communication skills, as well as active listening skillsFamiliarity with CRM systems and practices; Synapsys experience a plusBanking experience required Ability to multi-task, set priorities and manage time effectivelyComputer proficiency in Outlook and Word required