Customer Contact Center

Position: Customer Service Representative
Department: Customer Contact Center
Reports To: Wickliffe Branch Manager
GENERAL FUNCTION:
This position aids customers and branch staff with all aspects of customer service. This position is the primary phone customer service provider for the Customer Contact Center.
Work directly with Account Operations and all deposit staff to ensure all customer needs are met via phone.
MAJOR DUTIES AND RESPONSIBILITIES:
1. Provide friendly, accurate, and efficient phone customer service.
2. Provide support to CSR's, Tellers, and Branch Manager when necessary.
3. Aid customers and staff with Mobile Banking and Online Banking administrative functions.
4. Cross-sell bank products and services based on customer needs
5. Accurately and efficiently complete all branch deposit document scanning
6. Carry out other such duties as may be assigned or directed.
Requirements

• Excellent oral and written communication skills
• Excellent customer service and problem resolution skills
• Ability to listen carefully and effectively communicate simple to complex topics.
• Customer service delivery with a smile (allowing the customer to "hear" your smile)
• Complete understanding of the Mobile Banking and Internet Banking systems
• Good understanding of deposit banking applications
• Good understanding of all deposit regulations and privacy of customer's information
• Excellent interpersonal skills
• Exceptional listening and strong analytical skills