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# Customer Solutions Specialist (Hybrid-Chicago, IL)

- **Company:** Byline Bank
- **Location:** Chicago, IL, United States
- **Salary:** $44,990.0 - $55,994.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Online Banking, Electronic Mailing
- **Published:** October 26, 2026
- **Apply:** https://www.chicagocareersite.com/job.asp?id=3467251855&tx=FJ4542FFF&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 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.

## Description

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.