Business Support Specialist I

*** Sponsorship not available for this role.

JOB RESPONSIBILITIES #Ll-Remote

• Provide customer support for business banking products and services, including Business Online Banking, Commercial Online Banking, Mobile Banking and QuickBooks integrations
• Research and resolve business customer inquiries via Online Secure Messaging, email and telephone
• Assist with customer inquiries relating to Cash Management products and services and facilitate a resolution for customer problems quickly and efficiently
• Maintain an in-depth knowledge of all Cash Management products and services; recognize customer needs for additional services and refer them to the appropriate Cash Management group
• Adhere to department performance metrics to ensure service levels and customer expectations are consistently achieved
• Communicate process improvement, efficiency and customer service improvements ongoing to supervisor
• Participate in identifying, measuring, monitoring, controlling and mitigating departmental and enterprise wide risks
• Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

COMPETENCIES

• Interpersonal/Customer Service Skills
• Written and Verbal Communication
• Ability to understand and follow directions
• Adaptable to change
• Basic Computer Skills
• Ability to build collaborative relationships
• Ability to work as part of a team

SCHEDULE

Office hours are Monday through Friday 8am to 5pm. This position is hourly non-exempt and full time. A minimum 37.5 hours is required to maintain eligibility for full-time status. The expected average hours per week for this position is 37.5 - 40.

After training period, this position is fully remote. Candidates should be willing to come on site in Newark, Ohio for team training, meetings, or other events. This travel will happen occasionally throughout the year.

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

High school diploma or equivalent required

2 or more years of customer service or call center preferred