Customer Support Center Representative I, II

Old Second Bancorp
United States
Workplace: HybridFull timeUSD 19.5 - 27 hourlyFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: high_schoolSkills: ["Customer service","Sales","Communication","Interpersonal skills","Teamwork"]

Handle high-volume customer inquiries across calls, emails, web chats, and web cases to meet sales and service goals. Investigate and resolve account-related issues for new and existing customers, including balance/check inquiries, fund verifications, transfers, and check orders, while providing Online Banking support. Maintain compliance with Old Second policies and build advanced product/service knowledge; at senior level, manage escalations and support training of new representatives.

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FursaFursa
Old Second Bancorp
Old Second Bancorp
1 month ago

Customer Support Center Representative I, II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Handle high-volume customer inquiries across calls, emails, web chats, and web cases to meet sales and service goals. Investigate and resolve account-related issues for new and existing customers, including balance/check inquiries, fund verifications, transfers, and check orders, while providing Online Banking support. Maintain compliance with Old Second policies and build advanced product/service knowledge; at senior level, manage escalations and support training of new representatives.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Meet and exceed sales and service goals by actively engaging in referral and product-generating processes, maintaining an industry-standard service level, and using sales/customer service software.
  • •Handle customer calls, emails, web chats, and/or web cases accurately and efficiently for balance and check inquiries, research, fund verifications, account transfers, check orders, and ATM transaction support.
  • •Provide Online Banking support and assist with miscellaneous customer requests as needed.
  • •Maintain advanced knowledge of products and services, including compliance and policy/procedures.
  • •Senior level: resolve escalated issues with irate customers and complex operational/service problems and help train new Support Center Representatives.

Pay and Benefits

Salary: USD 19.5 - 27 hourly

Key Requirements

  • •High school diploma (or equivalent) and 1+ year of related experience (banking, cash handling, customer service and/or sales, office), or an equivalent combination of education and experience.
  • •High school diploma (or equivalent) and 2+ years of related experience for the senior level, or an equivalent combination of education and experience.
  • •Must work onsite to perform responsibilities of this position.
  • •Acknowledge and agree in writing to call monitoring and recording for customer quality and performance standards upon hire.
  • •Strong customer service orientation with excellent phone skills and strong computer skills.
Experience:1-2 yearsBankingCustomer serviceCall center
Education:High School
Skills:Customer serviceSalesCommunicationInterpersonal skillsTeamwork
Tech Stack:Jack HenryOnline Banking

Company Brief

Old Second Bancorp
Community-focused bank holding company providing commercial, consumer, and wealth management services through Old Second National Bank. Serves businesses and individuals across Illinois with deposit, lending, treasury management, and digital banking solutions.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Aurora, United States
Founded: 1871
WebsiteLinkedIn