Customer Support Representative - Target Start Date January 4th
About the position
Axiom Bank is hiring a Customer Support Representative to support customers through calls and secure messages. The representative will resolve customer issues and concerns, research problems or errors, and recommend products and services that can improve customers’ banking experience. The position also involves collecting on deposit accounts that are overdrawn or charged off and following the Bank’s overdraft and charge-off procedures. This is a full-time call center position based at the Maitland office, with the opportunity for a hybrid work arrangement. The call center operates six days per week, and rotating shifts are required. Employees must be available for a flexible schedule that may include extended hours, Saturdays, and holidays. The target start date is January 4th.
Responsibilities
- Engage customers through calls and secure messages to provide solutions to customer issues or concerns.
- Meet customer satisfaction and call productivity standards.
- Demonstrate empathy and build connections with customers to earn their continued business.
- Research and resolve problems or errors.
- Recommend products and services to simplify and enhance customers’ banking experience.
- Maintain working knowledge of Bank products, services, internal controls, policies, and procedures.
- Collect on customer deposit accounts that have become overdrawn or charged off.
- Follow overdraft and charge-off procedures to maintain a good customer experience.
Requirements
- High school graduate or equivalent.
- Two years of customer service experience; call center experience is preferred.
- Availability to work a flexible schedule, including extended hours, Saturdays, and holidays.
- Excellent organizational and time management skills.
- Excellent communication skills.
- Ability to work well under pressure with minimal supervision and professionally handle difficult interactions.
- Proficiency in researching and investigating issues.
- Superior customer service skills, including the ability to quickly diffuse situations and resolve conflicts cordially.
- Experience handling confidential information.
- Ability to use Microsoft Office suite and other software programs.
Nice-to-haves
- Call center experience.
Benefits
- 12 paid holidays.
- Generous paid time off.
- 4% match on 401(k).
- Medical, dental, and vision benefits.
- 100% company-paid life and AD&D insurance.
- Short- and long-term disability insurance.
