Customer Service Center Specialist

Essential Duties and Responsibilities  

• Provides excellent Customer Service and participates in creating a positive work environment.
• Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
• Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
• Investigates and resolves customer issues and effectively communicates to the appropriate parties.
• Transfers phone calls and information received to appropriate personnel.
• Completes additional tasks such as but not limited to retrieve and respond to secure messages, verifications of deposit, and SSI/Accuity verification requests.
• Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling.
• Works closely and develops productive working relationships with all departments.
• Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
• Builds relationships with customers via recommendations and referrals through the Connections software.
• Maintains an organized and efficient work area.
• Updates and maintains the banks internal employee phone list.
• Follows all bank policies and procedures.
• Performs all job duties and maintains proper phone etiquette, compliance with all banking acts, laws and regulations.

Non-Essential Duties and Responsibilities

• Assists other employees with difficult or more complex situations.
• Orders department office supplies.
• Maintains key log and issues keys.
• Tests phone system and recordings.
• Provides input and assists with department meetings.
• Contributes to writing department policies and procedures.
• Assists the Customer Service Center Manager and Supervisor in training and the development of the staff.
• Assists the Customer Service Center Manager and Supervisor and may act as a back-up in their absence.

Qualifications Required

A High School diploma or equivalent is required. Knowledge of all Microsoft Office Suite products. Six months of Customer Service experience.

Physical Requirements and Working Conditions

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment. The job is within the normal office cubical environment range.

Qualifications Preferred

One year of banking experience to include knowledge of banking products and services, and/or one year of Customer Service/call center experience.