Description
The Customer Relationship Specialist assists callers with account information and cross-sells banking products and services.
Requirements
Duties and Responsibilities:
- Provides information and resolves problems for customers and non-customers via various delivery channels by accessing account and product information.
- Facilitates first contact answers and solutions for in-depth customer questions and issues; follows up on requests.
- Answers and follows up on emails that are sent to bank general information email address.
- Documents all instances of customer contact (through phone, voicemail, email etc.) into the CRM system.
- Knowledgeable of all First Federal Lakewood products.
- Cross-sells products to existing customers by assessing customers' total relationship and recommending new products/services; encourages new relationships with non-customers and facilitates new account openings.
- Assists branches with opening procedures related to branch security.
- Other duties as required.
Necessary competencies:
- Accountability
- Active Listening
- Coachability
- Communication
- Composure
- Critical Thinking
- Organizational Savvy
- Service Orientation
Technical Expertise
- Experience in sales is preferred.
- Experience in customer service is required.
- Experience in financial services or banking is preferred.
- Proficient in typing and ten key.
- Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. EasyLender, Cleartouch, OnBase, various government and investor software/web portals is preferred.
Education and Experience
- Education: High School Diploma or equivalent is required; Bachelor's degree is preferred, or equivalent experience.
- Certification: None.
- Years of banking experience: 2+ years is preferred.
- Years of experience supervising: None.
Physical Environment
- While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
- The employee must occasionally lift and/or move up to 25 pounds.
- The noise level in the work environment is usually quiet to moderate.
- An internet connection is needed to conduct work remotely.
- This position is performed in an office setting, five days a week with typical work hours being M-F 8.00a through 6.00p and Saturday 9:00a - 2:00p. These hours are subject to change.
This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position.