Customer Support Specialist

Customer Service Specialist

Company: Merchants & Marine Bancorp, Inc, a division of Town Bridge Bank
Department: Customer Support
Job Type: Full-Time (Monday-Friday, 8am-5pm, weekends occasionally)
Location: Pascagoula, MS

Job Purpose

Join our team as a Customer Support Specialist, where you'll serve as the first point of contact for customers and play a vital role in building lasting relationships.

In this role, you'll assist customers through inbound and outbound calls, providing solutions, answering questions, processing transactions, and resolving issues with professionalism and empathy. Working in a fast-paced call center environment, you'll have the opportunity to make a positive impact on every interaction while delivering service that exceeds customer expectations.

The ideal candidate is a strong communicator who enjoys problem-solving, thrives in a team-oriented environment, and is committed to providing outstanding support while following established policies, procedures, and regulatory requirements.

Duties & Responsibilities

As a Customer Support Specialist, you will play a key role in delivering an outstanding customer experience by providing prompt, accurate, and professional service. Responsibilities include:

• Deliver exceptional service to customers through inbound and outbound communications while maintaining a high level of professionalism, courtesy, and empathy in a fast-paced call center environment.
• Meet or exceed established quality assurance, call handling, and customer service performance standards to ensure a positive customer experience.
• Assist customers with routine account transactions, including loan payments, account transfers, balance inquiries, debit card requests, transaction history reviews, and basic account maintenance.
• Process account service requests such as address updates, debit card limit increase requests, travel notifications, international transaction block removals, and other approved account changes.
• Verify customer identities and follow security procedures to protect customer information, minimize fraud risk, and maintain compliance with banking regulations and company policies.
• Research customer concerns, provide effective solutions, and resolve issues within established authority levels while ensuring customer satisfaction.
• Escalate complex inquiries or account issues to the appropriate department to ensure timely and accurate resolution.
• Maintain a strong understanding of the Bank's products, services, policies, and procedures to confidently educate customers and identify opportunities to meet their financial needs.
• Utilize available systems, tools, and resources to accurately document customer interactions and complete transactions efficiently.
• Collaborate with team members and other departments to support operational excellence and achieve organizational goals.
• Perform additional duties and special projects as assigned in support of the Bank's mission, values, and strategic objectives.

Qualifications

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in banking, financial services, retail, customer service, call center, or a related customer-facing role.
• Strong verbal and written communication skills with the ability to effectively interact with customers and team members.
• Proficient computer skills, including data entry, typing, and Microsoft Office applications.
• Positive, professional, and customer-first attitude with a genuine passion for helping others.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks, prioritize responsibilities, and work efficiently in a fast-paced environment.
• Excellent organizational and time management skills.
• Ability to learn and apply new products, procedures, systems, and regulatory requirements.

Working Conditions & Physical Requirements

• Primarily works in an office or call center environment with extended periods of sitting and computer use.
• Regularly operates office equipment, including computers, telephones, printers, calculators, and copiers.
• Frequently communicates with customers, colleagues, and business partners by phone, email, and other communication channels.
• Must be able to exchange information clearly and effectively, both verbally and in writing.
• Ability to remain focused and productive while handling a high volume of customer interactions and transactions.
• Occasional travel to branch locations, meetings, training sessions, or company events may be required.

What Success Looks Like in This Role

• Customers receive friendly, accurate, and efficient service with every interaction.
• Account transactions and maintenance requests are completed accurately and in a timely manner.
• Quality assurance, compliance, and performance standards are consistently met or exceeded.
• Customer concerns are resolved professionally, resulting in high levels of customer satisfaction.
• Strong product knowledge enables you to confidently assist customers and contribute to the overall success of the Bank.