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Support Specialist
Chemical Financial Corporation
Byron Center, MI, United States
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JOB SUMMARY
The Retail Banking Support Specialist is responsible for providing high quality internal support and service, primarily for the retail banking center network, acting as a point of contact and resource for retail operational and software support and requests.
REQUIRED KNOWLEDGE AND SKILLS
• High school diploma or equivalent required
• 0 - 1 Years experience in function
• 1 - 3 Years experience in industry
• Knowledge and understanding of retail policies, procedures and regulatory guidelines.
• Excellent verbal and written communication skills; strong interpersonal skills, with the ability to deliver effective communication positively with a customer service approach.
• Ability to effectively listen, ask probing questions, understand concerns, and diagnose problems to deliver helpful solutions.
• Ability to read, interpret and disseminate policies and procedures.
• Excellent organization and time management skills; ability to handle large call volumes.
• Proficiency in Microsoft Office and core banking software required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Answer inbound calls from internal customers with questions and inquiries pertaining to retail operations, procedures and/or systems in a courteous, timely and professional manner.
• Identify needs, clarify information, research issues/complaints and provide solutions and/or alternatives; respond to internal customer inquiries providing accurate and complete information.
• Maintain a tracking database to record issue details for each call received and identify trends or widespread issues.
• Work as a collaborative partner; establish and maintain professional, positive working relationships with retail employees and departments.
• Support and implement retail operation policies and procedures in a positive manner while abiding by all applicable regulatory requirements.
• Maintain a thorough working knowledge of all core teller and platform functions, policies, procedures and any other system necessary to complete the job duties assigned.
• Collaborate with banking center team members to recognize potential threats to customers, bank assets or privacy / information.
• Collaborate with peers to discuss resolutions, best practices and identify common problems.