Customer Support I

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

Position Summary

We’ve all had that customer experience that made us feel welcomed, appreciated, in competent hands, and pleased to do business with that company.  As a Customer Support Specialist, you will have the opportunity to deliver that level of service every day. At Simmons Bank our Customer Support Specialists thrive on the idea that they are making a difference to our credit card customers every time they pick up the phone. As a first-line resource for problem solving, anyone can just answer a question – what we need are individuals that will provide our customers with the best experience possible. 

We will train you to give Best in Class customer service – answering credit card account questions, recommending products and services, and when necessary, connecting them to other Simmons Bank associates with specific expertise to address their needs.

We seek positive individuals who are quick thinkers, flawless communicators, problem solvers and team players to ensure that every customer ends their call satisfied and eager to recommend Simmons to their friends and families.

Has anyone ever told you they can “hear” your smile through the phone? If so, let’s talk!

Essential Duties and Responsibilities

• Receives incoming calls from customers. Researches and resolves customer inquiries involving all aspects of credit cards
• Assists customers with disputes, fraud reports, PIN reset, card activation, etc…
• Provides account balance or transfer requests, changes of address and other customer requests or authorizations
• Assist external and internal customers with questions concerning credit card websites and products.
• Provides excellent customer support and assistance to credit cardholders, branches, and the corporate call center
• Handles multiple tasks with strong organizational skills, while growing and retaining customers by providing excellent customer satisfaction
• Identify risk when customers are initiating new requests or altering information on their account, and alert the appropriate department when needed
• Participates in special department projects as required
• Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training
• Performs other duties and responsibilities as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must possess excellent telephone skills including a professional speaking voice
• Must have good oral and written communication skills
• Must present a friendly, professional image and conduct
• Must maintain punctual and regular attendance

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to read and interpret documents such as procedure manuals, general business correspondence, and/or journals or government regulations
• Ability to write simple correspondence
• Ability to maintain effective interpersonal relationships with management and team members

Education and/or Experience

• HS Diploma/GED and
• One year of experience in customer support.
  • Must be proficient with a PC with working knowledge of internet
  • Ability to fluently speak English and Spanish is preferred

Specialized Training

• Minimum of one year clerical and/or secretarial experience is required.

Computer Skills 

• MS Word, Excel, Outlook, Internet Explorer

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Activities, duties and responsibilities may change at any time with or without notice.    

Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.