Customer Solutions Specialist

Crossroads Bank -
Wabash, IN

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Job Details

Benefits

Paid parental leave
Paid holidays
Parental leave
401(k) matching
Life insurance

Qualifications

High school diploma or GED

Full Job Description

The Customer Solutions Specialist serves as a primary point of contact for customers, delivering exceptional service while supporting a wide range of banking, digital, and operational functions. This role is responsible for resolving customer inquiries, processing transactions, supporting electronic banking services, and identifying opportunities to enhance the customer experience. The specialist also plays a key role in risk awareness, fraud identification, and compliance with all bank policies and procedures.

Major Duties & Responsibilities:

Provide professional and timely support to customers via phone, secure chat, and email; research and resolve inquiries, complaints, and service requests.
Process customer transactions accurately and efficiently, including account servicing, maintenance requests, and operational tasks.
Complete time-sensitive documents, reports, and daily operational duties as assigned.
Perform post-resolution follow-up to ensure complete customer satisfaction.
Support digital banking services, including troubleshooting online banking, ACH, wires, and Remote Deposit Capture.
Review and submit wire transfers in accordance with bank procedures.
Review, release, and assist with ACH processing; understand risk management practices and documentation requirements.
Assist with Remote Deposit Capture administration, including password resets and customer support.
Accurately process and document customer transactions, including P2P, A2A, Bill Pay, and other digital banking activity, and generate reports as needed.
Identify, escalate, and report suspicious activity, fraud concerns, and customer complaints in accordance with compliance requirements.
Maintain a strong understanding of bank products and services; educate customers and identify opportunities for referrals and cross-selling.
Order department supplies and assist with general departmental maintenance tasks.
Collaborate with internal teams to ensure seamless service delivery and issue resolution.
Consistently demonstrate a positive, professional attitude that reflects the bank’s culture and values.
Perform other duties as assigned.

Compliance & Risk Responsibilities:

Adhere to all applicable banking regulations, including BSA/AML, Red Flag, and internal policies and procedures.
Maintain awareness of fraud trends and escalate concerns appropriately.
Ensure proper handling of sensitive customer information and secure banking practices.

Education & Experience:

High school diploma or equivalent required.
Minimum of one (1) year of experience in customer service, call center, banking, or a related field preferred.
General knowledge of financial products, account servicing, and banking operations.
Basic understanding of digital banking services, ACH, and wire processes preferred.
Proficiency in Microsoft Office and banking systems.

Core Competencies:

Strong customer service and communication skills (written and verbal)
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Attention to detail and problem-solving skills
Ability to work independently and collaboratively within a team
Adaptability and willingness to learn new systems and processes
High level of professionalism, integrity, and accountability

Physical Requirements:

Ability to remain in a stationary position for extended periods while working at a computer.
Frequent use of computers, telephone, and other standard office equipment.
Ability to communicate effectively with customers and team members via phone, video, and in person.
Occasional movement throughout the office to access files, equipment, and other resources.
Ability to perform tasks requiring close visual attention, such as reviewing documents and working on a computer.

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