Sturgis Bank · 1 day ago
Customer Support Agent
Main Building 2- 26, Sturgis, MI, US
Full-time
Onsite
Entry Level
1+ years expSturgis Bank is seeking a Customer Support Agent to provide high quality customer service to clients via telephone. The role involves troubleshooting and resolving customer problems, assisting with banking transactions, and cross-selling products while adhering to established policies and procedures.
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Responsibilities
Receive inbound calls from both internal and external customers
Represents the bank to the customer in a courteous, professional manner, and providing the customer prompt, efficient and accurate service
Ensure that all callers’ needs are met and handled appropriately during initial contact
Answer questions about our products, services and the company
Assist customers with any technical issue experienced with online banking, bank website and bank application
Answer customer questions and solves problems for customers and branch staff
Listen to problems, collecting data, securing answers and reporting results to interested individuals
Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies
Uses knowledge to make effective recommendations to customers to resolve initial and additional needs
Explain products and services to new and existing customers and the potential value added
Perform account maintenance activities
Effectively works individually and in a team
Develops customer rapport and discovers customer needs
Completes compliance training monthly
Understands all laws and regulations that apply and complies with the requirements
Keep records of all conversations in our call center database in a comprehensible way
Performs all other related duties as assigned
Qualification
Required
Provides high quality customer service to clients via telephone
Actively listen to, troubleshoot and resolve customer problems and concerns
Identifying and escalating customer issues to the appropriate bank department
Executing banking transactions and cross-selling products or special promotions
Receive inbound calls from both internal and external customers
Represents the bank to the customer in a courteous, professional manner
Providing the customer prompt, efficient and accurate service
Ensure that all callers' needs are met and handled appropriately during initial contact
Answer questions about our products, services and the company
Assist customers with any technical issue experienced with online banking, bank website and bank application
Answer customer questions and solves problems for customers and branch staff
Listen to problems, collecting data, securing answers and reporting results to interested individuals
Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies
Uses knowledge to make effective recommendations to customers to resolve initial and additional needs
Explain products and services to new and existing customers and the potential value added
Perform account maintenance activities
Effectively works individually and in a team
Develops customer rapport and discovers customer needs
Completes compliance training monthly
Understands all laws and regulations that apply and complies with the requirements
Keep records of all conversations in our call center database in a comprehensible way
Solid phone and verbal communication skills
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
Must possess a professional and friendly attitude and be able to quickly develop a rapport with the customer over the phone
Ability to learn and navigate new software quickly
Must have the ability to understand oral and written instructions
Should have the knowledge and ability to use office equipment such as telephone, computer, calculator, and fax
Strong problem solving skills
Strong organizational and time management skills to perform multiple tasks within a limited time frame
Preferred
Prior sales or call center background a plus
One or more years of previous banking experience preferred
Bilingual speaking a plus
Company
Sturgis Bank
Sturgis Bank is an independent bank, operating for the benefit of our customers and community as we have done since our founding in 1905.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jason Hyska
Chief Executive Officer
Matt Scheske
President / COO
Recent News
Morningstar.com
2025-05-28
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