Address
Form of workSummary:
Provides high level of service to both internal and external customers. Researches, resolves, and responds to customer inquiries and requests regarding account maintenance, balance inquiries, transfers, stop payments, internet banking and bill payments, statement requests, and other related requests.
Responsibilities:
Qualifications:
Working Conditions/Physical Demands
Provides high level of service to both internal and external customers. Researches, resolves, and responds to customer inquiries and requests regarding account maintenance, balance inquiries, transfers, stop payments, internet banking and bill payments, statement requests, and other related requests.
Responsibilities:
- Promptly responds to customer inquiries in courteous and professional manner to ensure complete customer satisfaction.
- Manages all escalated customer issues.
- Supervises and reviews all incoming and outgoing customer email communication.
- Utilizes various operating systems to facilitate resolution of customer issues.
- Provides customers with accurate product knowledge and service information to include deposits, loans, e-Banking, commercial services, etc.
- Provides current and historical information to customers including, but not limited to, deposits, consumer and business internet and mobile banking, online account opening, loans, Automated Clearing House ("ACH"), wire transfer, Certificate of Deposit (CD)/Individual Retirement Account (IRA), Voice Response Unit (VRU), and web site.
- Processes customer requests for stop payments, transfers, check orders, and password resets.
- Identifies and addresses customer needs by recommending applicable products and services that may represent value to customer.
- Identifies and reports quality service concerns that may become apparent through customer interactions.
- Keeps abreast of federal, state and bank regulations, and policies.
- Initiates outbound customer calls, as requested to deepen customer relationships.
- Proactively manages customers assigned to digital branch with goal of expanding Bank relationships.
- Mentors new hires.
Qualifications:
- Bachelor's degree in business or related field.
- Minimum 4 years of banking experience.
- Strong knowledge of banking industry
- Strong knowledge of consumer and business online products.
- Strong knowledge of Call Center techniques.
- Excellent communication, organizational, and prioritization skills.
- Strong organizational and planning skills.
- Strong computer skills
- Strong consumer and product awareness.
- Proven ability to multi-task.
- Demonstrated ability to work under pressure and to meet deadlines.
- Strong attention to detail.
- Self-motivated and goal oriented.
Working Conditions/Physical Demands
- Normal office environment.
- Frequent sitting and standing at a desk.
- Heavy keyboard use.
