Note: The job is a remote job and is open to candidates in USA. Unity Bank is a financial institution seeking a Customer Support Specialist for its Customer Service Center. The role provides first-level support for banking products and services, resolves customer issues, educates clients on self-service tools, documents interactions, and escalates complex business banking, treasury, technical, fraud, or risk-related matters.
Responsibilities
- Receive and respond to inbound customer calls through the bank's 800-number and provide professional, courteous, and accurate first-level support through the Customer Service Center / Helpdesk
- Assist customers with consumer online banking and mobile banking questions, access issues, navigation support, password resets, enrollment assistance, and general troubleshooting
- Respond to debit card inquiries, including general card support, card access questions, transaction inquiries, card servicing requests, and appropriate escalation of unresolved or risk-related matters
- Provide deposit account servicing support for consumer and less complex business customers, including general account questions, account maintenance requests, transaction research, statement or document questions, and routine service needs
- Assist business customers with basic online banking and mobile banking inquiries, access issues, password resets, user access questions, and routine troubleshooting within established procedures
- Provide initial support for business banking services, including Remote Deposit Capture questions, basic treasury management servicing, basic entitlement maintenance, and token distribution, escalating complex requests to the appropriate support tier
- Triage treasury-related requests by gathering required information, documenting the customer need, attempting basic troubleshooting where appropriate, and providing a smooth handoff to Treasury Management, Business Support, Deposit Operations, Technology, Fraud/Risk, or other higher-level support teams
- Resolve first-contact customer issues whenever possible while recognizing when escalation is required based on complexity, risk, authority level, or procedure
- Educate clients on available self-service options, including online banking, mobile banking, password reset tools, debit card controls, digital statements, account alerts, and other customer-facing service channels
- Support creation and maintenance of dashboards or reporting used to track consumer support activity, call drivers, issue trends, online banking support volume, escalation volume, and service opportunities
- Maintain accurate customer interaction notes, service requests, follow-up items, and supporting documentation in accordance with bank procedures
- Perform other duties as assigned based on business needs, including customer service support, special projects, process improvement, and documentation support
Skills
- Knowledge of consumer banking services, deposit accounts, online banking, mobile banking, debit card servicing, and routine account maintenance practices
- Ability to provide a professional, patient, and customer-focused experience while handling inbound telephone calls and helpdesk-style support requests
- Strong verbal communication skills with the ability to explain digital banking, debit card, deposit account, and self-service options clearly to customers
- Ability to troubleshoot routine access issues, reset passwords, gather customer information, identify common service needs, and resolve first-contact issues whenever possible
- Ability to recognize complex, treasury-related, fraud-related, technical, or risk-related issues and escalate them promptly to the appropriate higher level of support
- Ability to document customer interactions, service requests, issue details, handoffs, and follow-up items accurately and consistently
- Ability to educate customers on self-service tools, digital banking features, account alerts, debit card controls, and other available customer service options
- Strong organizational skills with the ability to manage call volume, customer requests, follow-up items, and basic reporting support in a timely manner
- Detail-oriented with the ability to support dashboard activity tracking, identify recurring customer issues, and share service trends with management
- Ability to work collaboratively with Customer Service, Branch/Retail, Deposit Operations, Treasury Management, Business Support, Technology, Fraud/Risk, and other internal partners
- Knowledge of applicable banking policies, procedures, security requirements, customer authentication practices, and compliance responsibilities related to customer account servicing
- Required Experience: One or more years of customer service, call center, branch banking, helpdesk, deposit operations, or related financial services experience preferred
- Preferred Experience: Experience supporting consumer online banking, mobile banking, debit cards, deposit accounts, password resets, or basic business online banking services
- Required Education: High school diploma or equivalent required; additional banking, customer service, or technical support training preferred
- Basic understanding of business online banking services, Remote Deposit Capture, user access, token distribution, and treasury management servicing concepts preferred
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