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Form of workThis 40 hour position requires the individual to respond to customer service requests on a daily basis over the telephone and by secure messages/email. Provide an exceptional customer service experience for through resolution as defined and measured according to corporate/departmental service level objectives. Adhere to guidelines for customer authentication and proper disclosure. Maintain confidentiality and security of customer information according to regulatory guidelines and company policies. Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource. Capture customer information in CRM 360 database or our core system as appropriate to transition. Seek to identify referral opportunities to differentiate the customer experience through identifying solutions suitable for customers' current needs recognized during service interaction. Responsible for handling customer inquiries related to checking and savings accounts, online banking, mobile banking, debit cards as well as, general customer servicing of CD/IRA, basic consumer loans and mortgage loan inquiries. The position has ownership of each incoming call received and is thereby responsible to ensure customer satisfaction and resolution of each transaction. The service level expectation of this position must demonstrate exceptional customer service, which includes quick and accurate execution of tasks, professional courtesy and work within policy and procedural guidelines. Performs customer follow-up daily to resolve or provide update on any open customer inquiry. Is responsible for the maintenance of various deposit accounts, bankcard products, and maintaining customer relationships. Assesses each customers needs through probing questions as appropriate to identify referral opportunities to expand relationships. Demonstrates exceptional service delivery in each customer interaction in accordance with our be exceptional booklet.
Required Education/Knowledge:
- General and business knowledge equivalent to a high school diploma
Preferred Education/Knowledge:
- General banking knowledge
- General knowledge of Fiserv & Nautilus
Required Experience:
- One to two years of experience in banking, retail sales or general customer service duties.
Preferred Experience:
- One to three years experience as CSR, teller or other customer service experience.
- Bilingual skills
Required Skills:
- Attained overall rating of meets expectations on last annual performance review
- Demonstrated courteous behavior with customers and others
- Able to resolve customers problems using proper sources
- Able to document and follow up all accounts correctly
