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Customer Support Rep

American National Bank Council Bluffs, IA
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Job Description

The schedule is 10:00 am to 7:00 pm M-F.

Bilingual in English/Spanish desired.

Essential Job Duties & Responsibilities

  • Handle telephone inquiries and requests from customers including account balance verification, telephone transfers, stop payments, loan payoffs, research requests, missing checks, explaining overdrafts and service charges and account file maintenance. Online banking maintenance, set-up, reset passwords, explain the product, unlocks security questions and explains features including bill pay, E-statements, account alerts and mobile banking. Obtain information, provide verification of deposits, research records and follow up on details to resolve matter quickly and to the customer’s satisfaction.
  • Identify sales opportunities of products and services to current and prospective customers. Visa debit card file maintenance. Completing requests associated to return mail and change of address file maintenance.
  • Apply knowledge of compliance/CRA regulations in day-to-day activities. Utilize knowledge and experience while exercising discretion in resolving problems and answering questions.

 Career Ladder

Level

Description

Customer Support Representative II

An experienced Customer Support Representative with 1-3 years of increasingly responsible experience in customer service related functions. Coach Customer Support team members by answering questions and solving problems.   Completing requests associated to loan documentation, loan payments, and loan statements.

Customer Support Representative III

An experienced Customer Support Representative with 3-5 years of increasingly responsible experience in customer service related functions. Completing requests associated to debit and credit card management.

Customer Support Lead

An experienced Customer Support Representative with 4-7 years of increasingly responsible experience in customer service related functions. Lead or supervisory skills/experience preferred. Act as a supervisory backup and trainer for the Customer Support Team. Resolve escalated customer concerns. Completing requests associated to OFAC, Vantiv Card systems, Customer Service emails, FTNI pay by phone.

 

Job Details

Date Posted April 23, 2019
Date Closes May 23, 2019
Requisition CUSTO01075
Located In Council bluffs, IA
SOC Category 00-0000.00
Location