Branch Product Support Representative

• Support Branch Product Support and seek ways to improve processes within established procedures
• Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls
• Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs.
• Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation
• Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements.
• Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions.
• Establish, develop, and maintain positive business relationships with internal partners.
• Perform routine administrative, transactional, operational, and customer support tasks.
• Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance.
• Proactively provide feedback to time sensitive requests related to outages, issues, and updates.
• Provides recommendations and information needed to update policies and procedures.

2+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 2+ years of customer service experience
• Experience resolving and working through complex issues
• Good PC skills with the aptitude to learn new systems quickly
• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
• Ability to effectively listen and elicit information
• Good verbal, written, and interpersonal communication skills
• Strong attention to detail and accuracy skills
• Solid problem-solving skills
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Military experience researching and assessing questions, process, and procedures to make recommendations on solutions.
• Military experience with tracking information in multiple computer systems with high level of accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.

• competitive salaries
• generous benefits package
• continuous coaching and development
• extensive benefits and resources to support our employees