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Job title: Customer Support Specialist Company: American National Bank and Trust Co. Job description: Description: JOB SUMMARYThe Customer Support Specialist serves to assist customers through multiple channels including telephone, email, Jack Henry "Conversations" and Live Chats to include video assistance. Responds to customer inquiries, questions and issues concerning deposits, loans, debit cards, digital banking tools and general problem resolution. Handles complaints; troubleshoots problems; and provides information. ESSENTIAL FUNCTIONS * Assists customers with account related questions and issues as well as inquiries about the various digital banking systems. • Responds to telephone calls, emails, "Conversations", live chats and video correspondence in a professional manner. • Listens to and understands the customer's issue by asking clarifying questions. • Uses problem solving skills, paired with knowledge of AMNB procedures, to identify and communicate appropriate, accurate solutions to customers. • Provides customers with information and education about AMNB's products and services to generate additional revenue opportunities. • Performs required research to solve problems. • Completes dispute, stop payment, change of address, and other maintenance forms or service events as necessary. • Monitors and completes Synapsys events in a timely manner in accordance with established service standards. • Identifies and escalates priority issues. • Provides timely follow up as needed. • Keeps abreast of updates and releases to software applications in order to respond accurately and completely to customers. • Delivers superior customer service by consistently exhibiting a friendly, calm demeanor, can-do attitude and willingness to help at all times. • Maintains a thorough knowledge of all American National Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts. • Normal office working environment. • Other relative duties as assigned. Requirements: REQUIRED SKILLS * Excellent customer service skills. • Effective communicator with good verbal and written skills. • Proven experience working in a fast-paced team environment, where incumbent was required to multi-task while maintaining attention to detail. • Outgoing and energetic personality. • Experience in a role where incumbent was required to understand, interpret, and explain complex material such as policies and procedures, in an effective manner. • Proficient in Microsoft Office products Word, Excel and Outlook. • Must possess spirit of collaboration with other team members and staff, along with experience working in a team setting. PHYSICAL DEMANDS * The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. • While performing the duties of this job, the associate is regularly required to speak, hear, sit, walk, stand and drive. • The associate must occasionally lift and/or move up to 25 lbs. • Specific vision abilities required by this job include close vision, color, and adjusting focus. EDUCATION AND EXPERIENCE * High School Diploma or equivalent. • 2 years banking or customer service experience. • Prior financial services knowledge is preferred. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. American National Bank is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. PM21 PI200361322 Expected salary: Location: USA Job date: Wed, 04 Jan 2023 05:04:56 GMT Apply for the job now!