Customer Support Center Representative I, II

Who We Are

At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets.

At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!

Move your career forward at Old Second. Position Overview The Customer Support Center Representative/Senior Customer Support Center Representative 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. 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 miscellaneous requests. • Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.

Responsibilities

– Senior Level • Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues. • Maintain availability to assist in the training of new Support Center Representatives.

of this position. • 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.

of this position. • 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 • Strong customer service experience • Bilingual a plus Notes: 1.

This job description is not intended to be all-inclusive. Employee may perform other duties as assigned to meet the ongoing needs of the organization. 2.

of the role.

Requirements

); or equivalent combination of education and experience.

); or equivalent combination of education and experience.

of a senior level role but may be hired in at a lower level based upon business needs and staffing dynamics. Location Details This position is considered a hybrid role.

Qualifications

of the incumbent.