Customer Service Representative - Financial Institution Support

Job Description:

As a Customer Service Representative, you will serve as a primary point of contact for CSI's financial institution clients, delivering exceptional customer service through timely communication, problem resolution, and coordination with internal teams. This role is ideal for someone who enjoys helping customers, managing multiple priorities, and serving as the bridge between clients and internal departments.

This position primarily supports CSI's Document Services, Print & Mail, and Remote Deposit products. The role is heavily focused on email communication while also providing phone support and ongoing ticket management to ensure client issues are resolved efficiently.

What You'll Do

• Build and maintain strong relationships with financial institution clients by providing outstanding customer service.
• Respond to client inquiries through email and phone while delivering timely and accurate updates.
• Create, manage, and monitor support tickets through CRM and ticketing systems.
• Coordinate with Development, Operations, and other internal teams to investigate and resolve client issues.
• Serve as the communication liaison between clients and internal departments until cases are fully resolved.
• Research customer concerns and determine the appropriate team or resource needed to address each issue.
• Assist clients with questions related to document services, print and mail processing, e-statements, archived statements, and remote deposit products.
• Follow up on outstanding cases and provide regular status updates to customers.
• Manage workload through shared email queues, ticket queues, and phone support channels.
• Maintain accurate records and documentation of customer interactions and issue resolution activities.

What We're Looking For

Required Qualifications

• Minimum of 1 year of customer service, support, or related experience.
• Strong written and verbal communication skills.
• Excellent multitasking and organizational abilities.
• Strong problem-solving and research skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Basic Microsoft Office and computer proficiency.

Preferred Qualifications

• Banking or financial institution experience.
• Call center or customer support experience.
• Experience working with ticketing or CRM platforms such as Microsoft Dynamics.
• Exposure to print and mail operations, statement processing, or document services.
• Familiarity with financial services products and customer support environments.

Why You'll Be Successful

The ideal candidate is customer-focused, highly organized, and comfortable managing several issues at once. They enjoy solving problems, communicating with a variety of stakeholders, and ensuring customers receive timely updates and excellent service throughout the resolution process.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at [email protected] and we will work with you to meet your accessibility needs.

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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.