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Form of workJob Description
Bilingual Required - Spanish Preferred
JOB SUMMARY
Provides quality service by telephone and electronic written correspondence to clients of the bank. Researches and resolves client requests and answers client inquiries with regard to all CNB Products and Services. Subject matter expert with regard to all CNB digital channels. Sells appropriate products as needed.
ESSENTIAL DUTIES
- Well versed in all CNB products and services.
- Receives and fields incoming client calls, voicemails, and electronic communications in an efficient and professional manner.
- Researches and resolves customer inquiries within given authority.
- Answers deposit questions and resolves client needs concerning stop payments, account transfers, wire orders, and debit cards.
- Provides accurate information concerning fees, products, and state/federal regulations.
- Recognizes and facilitates cross-selling opportunities; actively uses Synapsys to generate client sales leads.
- Supports the digital banking product suite provided to clients including, but not limited to online and mobile banking, online financial management tools, mobile deposit, iPay, and Expressline.
- Performs a variety of routine daily tasks including preparing correspondence and participating in special department projects.
- Follows up on direct mail campaigns; makes outbound calls to develop client relationships and to sell services; provides follow-up calls to ensure client satisfaction.
- Performs other incidental and related duties as required and assigned.
JOB QUALIFICATIONS
- Required Education & Experience: High school diploma or general education degree (GED) or one year related experience and/or training or equivalent combination of education and experience.
- Preferred Education & Experience: One or more years customer service, training, PC support or corporate cash management experience and/or training.
COMPETENCIES
- Language Skills: Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of clients or employees of the organization.
- Mathematical Skills: Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Compute rate, ratio, and percent. Draw and interpret graphs.
- Reasoning Skills: Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.
- Computer Skills: Operate the basic functions of a computer including accessing the Internet, uploading and downloading documents, and working with Adobe Acrobat and Microsoft Office programs including Excel, PowerPoint, and Word; utilize Google applications including Gmail, Google Docs, and Google Sheets; type a minimum of 40 words per minute.
- Professionalism: Approach others in a polite and tactful manner; maintain composure and react well under pressure; treat others with respect and consideration; follow through on commitments; uphold the reputation of the institution through ethical business practices and responsible behavior both on and off the job.
- Values & Confidentiality: Demonstrate a strong work ethic and positive attitude, while maintaining an atmosphere of honesty and integrity every day; effectively work as part of a team to promote the achievement of individual and group goals; promote confidentiality for clients and the institution through the protection of proprietary and confidential information.
PHYSICAL DEMANDS
- Physical Activity: Manual and finger dexterity, repetitive motion, twisting, bending, sitting, standing, reaching, walking, climbing, balancing, and lifting light weight (up to 25 pounds).
- Communication Skills: Required to talk and communicate clearly; ability to hear.
- Vision Requirements: Close vision, distance vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
- Operates in a professional office environment with moderate noise requiring routine use of standard office equipment including computers, phones, etc.
- General hours are Monday 7:30AM to 5:00PM and Tuesday through Friday from 7:45 am to 5:00 pm; long hours and weekend work expected on occasion.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Management reserves the right to change this position description at any time with or without notice according to business needs.
