CUSTOMER SUPPORT SUP

GENERAL SUMMARY:
Responsible for daily operations of Customer Support Center. Interviews and hires of new applicants, conducts performance appraisals and assist with budget. Monitors state and federal regulations to ensure compliance within the department. Provides support for all Charters. Advises management on technical and operational issues regarding the department. Ensures that customer service standards are maintained. Provide customer service and support for external and internal customers regarding inquiries and problem resolution.

RESPONSIBILITIES AND DUTIES:
Provide full customer service by performing a broad variety of duties assisting customers with; account questions, reconciling statements, research customer request, problem resolution, Debit Card matters, deposit items return, overdraft product options, account maintenance and various other duties.
Listen to customer needs; educate and promote products including Online Banking, Bill Pay and Mobile Banking in a professional manner.
Responsible for staff training, training material and ongoing changes to processes and policies to support excellent customer service.
Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets. Keep updated and knowledgeable of all banking regulations, procedures and bank policies applicable to the job function.
Accurately enter or confirm customer information into database; initiates and or completes proper request forms and procedures in assisting customers.
Assist Customer Support Specialist Manager with bank mergers.
Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including weekends.
Perform any other duties assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of banking products and procedures.
Skill to operate a PC with keyboard with accuracy and speed.
Ability to have excellent telephone communication skills.
Ability to problem solve
Ability to perform data entry and basic computer skills
Ability to work under pressure and have constant interruptions while doing assigned responsibilities
Ability to maintain a high level of confidentiality.
Ability to function as a team player.

EDUCATION AND EXPERIENCE:
High school graduate or equivalent
2 year of prior banking experience or equivalent is generally expected.
Previous customer service or call center experience required.

PHYSICAL REQUIREMENTS:

Seeing: 75-100%
Must be able to read computer screens and reports

Hearing: 75-100%
Must be able to communicate with customers.

Standing/Walking: 0-24%

Climbing/Stooping/Kneeling: 25-49%

Lifting/Pulling/Pushing: 25-49%

Fingering/Grasping/Feeling: 75-100%
Must be able to operate a computer.

PHYSICAL DIMENSIONS:
Exerting up to 50 pounds of force occasionally, and/or a negotiable amount of force frequently or constantly to lift, carry or otherwise move objects. Job involves sitting, walking and standing.

NOTE: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.

Department Hours 8am-8pm Weekdays, 8am-5pm Weekends. Coverage of team based on schedule needs. Office Hours will be maintained in Gretna, Nebraska - Weekdays.

Customer Service Experience required.

Salary based on experience.
About Pinnacle Bank/Bank of Colorado
We take pride in our heritage as a family-owned, community bank. Our commitment to our customers and community is at the forefront of how we do business.

We are a Nebraska-based banking organization founded in 1938 in Palmer, Nebraska. Today, we have branches in Arizona, Colorado, Kansas, Missouri, Nebraska, New Mexico, Texas and Wyoming.

As we grow, our commitment to our customers and community remains as strong as ever. We specialize in building lasting banking relationships with the businesses, farms and families we serve. We also prioritize taking an active role in our communities through charitable giving and volunteering.

At Pinnacle Bank, we are ready to help your company with business checking and savings accounts, commercial loans and lines of credit and treasury management services.

We also offer personal banking services, including accounts, mortgages, personal loans and technology products.

We offer fair and competitive compensation as well as bonus based on an employee's years of service and possible discretionary merit bonuses. Employees also have the opportunity to participate in the Bank incentive programs based on charter/branch guidelines. Other benefits include:
8 paid holidays*
17 PTO days each year for the first five years of employment.*
After five years, 22 PTO days each year.*
After ten years, 27 PTO days each year.*
Employees must also complete the 90-day introductory period prior to accruing PTO.*
New employees will receive 16 hours of paid sick time upon their hire date.*
Health, dental, prescription drug card, vision, and voluntary life insurance plans
Health Savings Account with employer contributions
Flexible medical and dependent care spending plans
Parental Leave after one year of full-time employment
401K plan after 3 months and start of next quarter with employer contributions and profit sharing
Free checking account and basic printed checks
Free safe deposit box
$15,000 group term life insurance
Long term disability insurance
Employee Assistance Program
Educational Assistance
*Paid holidays and paid time off benefits are not applicable for employees that are fully commissioned.

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] or by phone at 402-697-8666 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address. For more information, view the [EEO KNOW YOUR RIGHTS] and [PAY TRANSPARENCY STATEMENT].