Customer Support Center Representative

Position Overview

This position is responsible for meeting sales and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment.   The Senior Representative will have a proven track record of meeting and exceeding sales and service goals.

Essential Job Functions – All Levels

• Meet and exceed sales and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, meeting individual sales referral goals and utilizing sales and customer service software.
• Handle customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders, work with various ATM transactional software, provide Online Banking support, and other misc. requests.
• Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.

Minimum Requirements 

• High school diploma (or equivalent) and one year or more of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must work hybrid/onsite to perform responsibilities of this position.  
• Must be able to work M-F between 8am-5pm and Saturdays between 8am-1pm (Saturday work requirements rotate).
• As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.

Competencies

• Excellent phone skills including customer service and sales
• Professional oral, written and interpersonal skills
• Collaborative and team oriented; works well with others
• Strong computer skills

Preferred, but not required

• Knowledge of the Jack Henry system a plus
• Some college a plus
• Previous Customer Service experience
• Bilingual Spanish a plus

Location Details 

This position is considered a hybrid role.  With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role.  Actual schedule requirements may vary based upon business needs.

Onsite work may be performed in one of the following locations:  Oakbrook Terrace, IL, Darien, IL, North Aurora, IL or Lombard, IL

Compensation & Benefits

Base pay:  $19.08 - $24.50 

Old Second is committed to fair and equitable pay practices.  Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience. 

Variable Pay:  Eligible to participate in the Retail Incentive Plan.  Payment varies based upon sales/service performance.

Benefits:  How We Support You - Old Second