Branch Support bei City National Bank and Trust

Description:   The Branch Support Representative focuses primarily on incoming calls from branch personnel regarding assistance with operational procedures, as well as their assigned administrative duties. Branch Support typically works with elevated customer care situations in assisting our valued bank customers with their concerns. 

Responsibilities:

• Answer calls from branch personnel with proficient communication skills
• Teach & enable branch callers to locate available information for future reference by using the City SOURCE Portal, Training documents and Departmental “How To” documents. 
• Deliver problem solving skills with the ability to think quickly and efficiently when assisting callers. 
• Maintain standards, adhere to bank policies, procedures, regulations and confidentiality guidelines. 
• Demonstrate confidence in dealing with peers and a strong work ethic and high integrity.
• Maintain the ability to work effectively under pressure during times of high call volume or when assisting elevated customer care situations. 
• Work with Synapsys events, camera monitoring, perform overrides, etc. 
• Demonstrate exceptional customer service skills to resolve internal and external customer issues promptly and effectively.
• Achieve and maintain all Call Center goal metrics.
• Work effectively under pressure during times of high call volume or when assisting escalated customer situations.

Qualifications:

• Demonstrated problem solving and conflict resolution skills.
• Flexible in scheduling in order to meet business needs.
• Ability to balance business and customer considerations.
• Strong interpersonal skills and ability to work alone and with others in a team environment. Exhibit exceptional oral and written communication skills.  
• Possess attention to detail with thorough follow-up when necessary.
• Must have a strong work ethic with the ability and desire to meet goals.
• Professional and adaptable to change. Must have the ability to multi-task (ex: answer calls, perform overrides, work on service events, etc.)
• Demonstrated positive attitude and willingness to help others. 
• Excellent computer skills with the ability to learn/use various software applications, ex: AS400, BomGard (remote access) EVision, FoxTrot, PSS (camera monitoring), Streamline, Synapsys, Synergy, CityNET Q2, Vertex, Fiserv,
• Must be able to work available hours from M-F, 9AM – 7PM and Saturday’s 9-4.

Education and Experience:

• High School Diploma.  Some college preferred.
• At least one year of previous banking customer service or equivalent customer service experience; previous experience in bank branch highly preferred.
• Sales experience a plus. 

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constant use of computer screens
• Ability to operate a computer keyboard, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear
• Ability to sit for long periods of time
• Long periods of typing and repetitive motion
• Close vision and ability to adjust focus

Other Duties:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.