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Form of workPrairie State Bank & Trust, a locally owned $800 million bank with 20 offices in Central Illinois, has an immediate opening for a Customer Service Specialist in their OperationsCenter located in Springfield, IL. Prairie State Bank & Trust is seeking highly-motivated and energetic individuals to join our Customer Service Specialist team. No phone calls. Please utilize our website for any communication needs.
Customer Service Specialists (CSS) have one of the most important jobs within the bank. Their primary responsibilities are to assist our customers as quickly and efficiently as possible while providing Above & Beyond service. Our CSS’s are the voice of Prairie State Bank & Trust and the ones who make the first impression and/or lasting impression with our new and current customers when they call the bank. The most important aspect for you is your knowledge, confidence and expertise in understanding our products and services and providing exceptional Customer Service on a daily basis.
Below are the minimum requirements of the CSS position:
- Above & Beyond Customer Service 100% of the Time
- Call Standards
- Appropriate greeting
- Using the customer’s name throughout call
- Acknowledging when a customer says something
- Abide by all verification procedures
- Maintain awareness of potential fraud
- Positive, upbeat tone of voice
- Always be friendly and polite
- Set appropriate and specific follow up expectations; deliver upon those expectations
- Recognizing customers and situations professionally and responding in a helpful and respectful manner
- Provide correct information
- Offer additional assistance
- Thank the customer for calling
- Customer Education
- Able to understand and listen to a customer’s needs and quickly offer assistance or direction to the customer
- Confident in our products and procedures to correctly educate the customer on next steps
- Educating the customer on account details, additional services, and review product benefits and features
- Call Standards
- Professional Appearance/Conduct
- Maintaining and adhering to a high level of Communication Standards 100% of the time
- Accountable, Respectable, and Timely during training, meetings and other bank functions
- Ensuring you meet the company dress code for the CSC and are maintaining a high level of business dress for all training and bank wide events
- Personal cleanliness and professionalism with not only your appearance but maintaining a clean and organized work environment
- Represent and promote Prairie State Bank & Trust in a professional and positive manner at all times
- Individual Responsibility
- Think of the customer in all we do
- Take excellent care of the customers we have
- Refer those with needs to Prairie State Bank & Trust for all their banking needs
- Build and maintain relationships with customers
- Refer twelve new deposit accounts (DDA/SAV) per year
- Ask questions when you don’t know the why in a professional manner
- Be an expert on products and services and be able to display this expert knowledge to your manager. In addition, be able to explain the concept behind the product and services
- Be reliable- be here when scheduled, arrive to work prior to scheduled shift, give advanced notice to management when possible for any changes, and ensure that you are maintaining accurate timekeeping records
- Be fully engaged- work with passion and a desire to complete meaningful work on a daily basis
- Be Accountable- take responsibility for the specific duties that go along with the job role and any potential mistakes or errors
- Address situations where service is less than EXCELLENT
- Utilize resources available to you on a consistent basis. Ensure you are consistent in doing the right thing in all aspects pertaining to the job
- Complete follow ups with internal and external customers in a timely manner
- Utilize downtime appropriately
- Update/create resources in OneNote as you come across them
- Follow the EAPA lifestyle- Engaged, Accountable, & Positive Attitude
- Commit to reaching personal goals by working to create SMART development goals with assistance from your manager
- Successfully complete 100% of assigned Prairie Academy courses by due dates
- Think of the customer in all we do
- Team Player
- Scheduling-
- Offer/volunteer to cover shifts when needed
- Helping teammates out when needing to leave early
- Ensuring you are flexible for business and co-workers needs
- Actively assisting in reaching both team and bank goals
- Accepting and adjusting to changes throughout the bank in a positive and productive manner
- Actively participate in events and competitions available throughout the company
- Ensure you are working to build professional rapport with co-workers outside of your department
- Be respectful and understanding of others throughout the organization
- Welcome new team members throughout the organization- Review employees on ALICE to ensure you are aware of other employees throughout the organization
- Share your knowledge with your team when you learn something new
- Scheduling-
- Clerical/ Daily Responsibility
- Correctly answer customer inquiries in a timely fashion
- Note all required calls in Odoo 100% of the time and in a timely fashion
- Reviewing File Maintenance Status Log and respond to any notes/comments immediately
- Completing customer requests and processes that need completed correctly and in a timely fashion
- Correctly complete required file maintenances and other required scanned documents in a timely fashion
- Bank Goals
- Actively participate in any bank or organizational wide campaigns
- Actively participate in growth and development goals within your department
- Meet with your manager and ask questions as to how you can ensure personal performance in this area
- Educate yourself and look for learning opportunities in order to advance the department and/or bank
Hours of Operation:
M-F 7:30am-5:30pm
Saturday 8:30am-Noon
Candidates must be willing to work occasional Saturdays.
Prairie State Bank & Trust offers a highly competitive benefit plan consisting of a base salary, bonus plan, 401(k) with employer matching, employer paid health/life insurance, vacation, sick leave, and above average holiday pay.
All candidates will be required to undergo a pre-employment credit background check and drug screening.
