Services Support Representative (Call Center)

The Services Support Representative is responsible for accurately, courteously, and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests. The Services Support Representative is also responsible for handling customer inquiries regarding the website, Online Banking, Text Message Banking, Zelle, and mobile web and mobile apps. This includes both inbound and outbound phone calls, web chats, and emails (including Secure Message Center). In addition, the Services Support Representative is responsible for supporting customers with challenges navigating Online Banking transactions, downloading mobile apps, and signing up for Text Message Banking.
This position has a rotating schedule including some weekday evenings and some Saturdays. The Customer Service Center is open Monday through Friday from 8:00am-8:00pm and Saturday from 9:00am-3:00pm.
Qualifications:

• High School Diploma/GED required. College degree preferred.
• Excellent computer, internet, smartphone—including usage of apps—and technical skills required.
• Must have excellent interpersonal skills and a professional demeanor.
• Ability to assess customer needs and respond accordingly.
• Excellent verbal and written communication skills.
• Strong customer service orientation and experience.
• Ability to work independently and with a group.
• Ability to professionally and diplomatically handle emotionally charged situations.
• Ability to adapt to a changing environment.
• Ability to learn Dollar Bank retail products/services, regulations, policies and procedures.
• At least one year of customer service experience required, preferably supporting online channels.
• Excellent organizational and time management skills.
• Must have strong problem solving skills.

Principal Activities and Duties:

• Active participation in ongoing customer service and sales training.
• Assist with testing new designs and navigation for the online channels.
• Handle some calls for online banking business customers.
• Execute professional customer service techniques and consistently provide the highest level of customer service with a friendly and patient demeanor.
• Assist customers with downloading and navigating the mobile apps and mobile web.
• Communicate with customers via email and Secure Message Center.
• Assist customers signing up for Text Message Banking – and the use of the system.
• Responsible for submitting and reviewing the website and Online Banking Problem forms.
• Assist branch employees with inquiries regarding all of the online channels.
• Keep management informed of customer issues/struggles within these channels to help drive traffic and increase conversion.
• Recognize sales opportunities and refer sales leads to Account Sales. The Representative is responsible for performing a quick analysis of the customer's needs based on account activity.
• Offer customers assistance with their Online Banking questions; specifically, sign-up, password reissues, accessing Online Banking and completing transactions within Online Banking.
• Process payments, transfers, stop payments, product/account inquiries, histories, concerns and requests in an accurate, effective and efficient manner.
• Contact customers regarding issues with their online accounts via outbound calling.
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks.

Liberty Commons Building

2700 Liberty Avenue

Pittsburgh

PA

Full-time

Non-Exempt

This position requires working a rotating schedule including some evenings and Saturdays. The department is open Monday through Friday, 8:00am-8:00pm and Saturday, 9:00am-3:00pm.

Full-time employees are eligible for a comprehensive benefits package including medical, dental, vision, 401(k) with immediate vesting, tuition reimbursement, and gym membership reimbursement.

Part-time employees qualify for 401(k) with immediate vesting, tuition reimbursement, and gym reimbursement.

For more information, please visit http://www.dollar.bank/company/careers/benefits.

Dollar Bank is an Equal Opportunity Employer.

Minority/Female/Veteran/Disabled