Customer Consultant I

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OVERALL OBJECTIVE
The Customer Consultant is expected to assist customers over the telephone in a professional and courteous manner, and adhere to the service standards set by the Customer Service Center.

ESSENTIAL FUNCTIONS
-Accurately, efficiently and professionally answer customer inquiries via the telephone.
-Independently provide the highest level of customer service, general account servicing and problem resolution, escalating through the proper channels when necessary.
-Performs account maintenance such as processing: check orders, stop payments, disputes, online banking requests, bill pay inquiries, etc.
-Provides banking solutions to enhance and create lasting customer relationships.

PRINCIPAL ACCOUNTABILITIES
-Customer Service: Provides courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards.
-Ability to handle complex situations and demonstrate de-escalating skills when dealing with irate or emotional customers.
-Compliance: Adheres to banks policies and procedures.
-Technical: Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.

MINIMUM KNOWLEDGE/SKILLS
-Language, reasoning, and analytical skills at a level normally acquired through completion of high school and/or equivalent work experience.
-At least two years of tele-services/customer service experience.
-Familiarity with Bank products, services, and regulations, in particular CRA and other Fair Lending laws normally acquired through one to two years of banking experience and training preferred

PHYSICAL DEMANDS AND EQUIPMENT OPERATION
-Superior telephone etiquette
-Ability to prioritize multiple tasks
-Ability to sit for long periods of time
-Keyboard Dexterity
-General Office Equipment

COMPLIANCE
-Adheres to established policies, procedures, security standards, and compliance guidelines; including applicable federal and state regulations.
-Adheres to bank policies including but not limited to: OFAC, BSA, PATRIOT Act, Privacy, and consumer protection regulations.
-Completes required training, online and in-person, by set due dates.

In order to be considered an applicant, you must meet the minimum requirements of the position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, protected veteran status.

Other details

• Job Family Marketing
• Job Function Staff
• Pay Type Hourly