Apply on Employer Site

Old Second National Bank · 1 month ago

Customer Support Center Representative - (1114)75th - Darien (R-206), North Aurora (R-206), Oakbrook - 1515 W 22nd Street (F-202), Westmore - Lombard, IL (F-202)

North Aurora, IL

Full-time

Hybrid

Entry, Mid, Senior Level

$19.50/hr - $25/hr

1+ years exp

Old Second National Bank has been serving the Chicago area for over 150 years, focusing on community and growth. The Senior Customer Support Center Representative is responsible for meeting sales and service goals by managing customer interactions in a high-volume call center environment, while also training new representatives and resolving escalated issues.

BankingFinanceFinancial Services

Responsibilities

Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software

Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other misc. requests

Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures

Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues

Maintain availability to assist in the training of new Support Center Representatives

Qualification

Customer serviceSales skillsBanking knowledgeComputer skillsBilingualJack Henry system knowledgeInterpersonal skillsTeam collaborationOral communicationWritten communication

Required

High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience

Must work onsite to perform responsibilities of this position

As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire

High school diploma (or equivalent) and two years or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience

Excellent phone skills including customer service and sales

Professional oral, written and interpersonal skills

Collaborative and team oriented; works well with others

Strong computer skills