Customer Solutions Specialist (Hybrid-Chicago, IL)

The Customer Solutions Specialist is responsible for providing a quality and efficient experience to customers. This role will help to ensure all incoming customer calls, and emails are handled accurately and in a timely efficient manner. This role will also help to maintain all duties assigned by the team lead specifically related to efficient customer service delivery., * Assist customers with general account inquiries, telephone transfers, stop payments, address changes, check orders, etc. via multiple communication channels including phone calls, e-mails, and chat features.

• Guides callers through troubleshooting or navigating consumer and small business online and mobile banking, online account opening, Rapid Pay, or using Bank products and services.
• Occasionally places outgoing calls to follow-up with customers and ensure issues are resolved to their satisfaction.
• De-escalates situations involving dissatisfied customers, offering patient assistance and support.
• Meets or exceeds call center metrics including customer experience, calls handled vs. calls missed, and occupancy.
• Identifies cross-selling opportunities by assessing customer needs and explaining product features and benefits.
• Evaluates customer requests for fee reversals and processes refunds within established limits.
• Maintains customer confidentiality; adheres to the Bank Secrecy Act and Privacy Policy. Safeguards and secures customer information in work areas.
• Ensures compliance with bank policies and procedures.
• Keeps abreast of job knowledge by completing the Bank’s required online training courses and participating in other educational opportunities as available.
• Reports to work in accordance with department schedule and adheres to the Paid Time Off Policy.
• Help maintains in-depth understanding of all online banking products and services from an operations standpoint.
• Continuously evaluates processes and procedures and suggests methods to improve the overall customer experience and operations.
• All other duties as assigned.

• High School or equivalent education required. Associate’s degree preferred.
• 1+ years of Customer Service experience required, Call Center experience, preferred.
• 1+ years banking experience preferred.
• Excellent customer service skills and the ability to work in a fast-paced environment.
• Well-developed written and oral communication skills and an ability to multitask and manage time effectively.
• Strong analytical, and problem-solving skills
• Ability to maintain confidentiality in all aspects of the job.
• Proficiency in MS Office Applications (Word and Excel), a plus.
• Bilingual in Spanish a plus.

PHYSICAL DEMANDS/WORK ENVIRONMENT : Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices.

At Byline Bank, we value work-life flexibility and support a hybrid work environment for this position. This role allows for a combination of remote and in-office work, with occasional visits to the office based on business needs. Specific in-office days may vary and will be discussed during the interview process.

Byline Bank offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels.

The hourly rate for this position is $21.63 to $26.92

Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Byline Bank offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Byline Bank, you’ll find a far-reaching choice of benefits and incentives.

Headquartered in Chicago, Byline Bank, a subsidiary of Byline Bancorp, Inc. (NYSE:BY), is a full-service commercial bank serving small- and medium-sized businesses, financial sponsors and consumers. Byline Bank has approximately $9.9 billion in assets and operates over 40 branch locations throughout the Chicago and Milwaukee metropolitan areas. Byline Bank offers a broad range of commercial and community banking products and services, including small-ticket equipment leasing and U.S. Small Business Administration loans. Byline Bank is a member of FDIC and an Equal Housing Lender.

At Byline Bank, we take pride in being an award-winning workplace. Some of our recent recognitions include:

• U.S. News & World Report’s Best Companies to Work for in the Midwest 2024-2025, 2025-2026 and Best Companies to Work for in Finance and Insurance & Overall 2025-2026.
• Newsweek’s America’s Greatest Midsize Workplaces for Women 2026
• Best Companies Group’s Best Remote and Hybrid Workplaces in America 2026
• Chicago Sun Times Chicago’s Best Workplaces 2024, 2025
• Best Companies Group and Illinois SHRM (Society for Human Resource Management) Best Workplaces in Illinois 2024, 2025, 2026

By joining our team, you will become part of an organization that values growth, collaboration, and innovation. We strive to create an environment where employees feel supported and are empowered to excel in their roles. If you’re looking for a career with a company that puts people first and makes a difference in the communities we serve, Byline Bank is the place for you., Byline Bank is an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.