GENERAL FUNCTION:
Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours.
MAJOR DUTIES AND RESPONSIBILITIES:
• Efficiently serves the needs of internal and external customers.
• Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems.
• Maintains telephone call statistics and documents account information on the computer for each customer.
• Adheres strictly to privacy of customer information in a remote environment.
• Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone.
• Monitors, answers or forwards all e-mail records received to the appropriate department or person.
• Monitors and responds to online chats from website.
• Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts.
• Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries.
• Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website.
• Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards.
• Video Teller assistance for ITMs
ADDITIONAL RESPONSIBILITIES:
• Maintains accurate department records.
• Keeps abreast of all bank products and services.
• Cross-sells to existing and prospective customers. Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified.
• Performs any other duties assigned by supervisor.
JOB QUALIFICATIONS:
• High school graduate or equivalent.
• Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience.
• Financial Call Center experience preferred but not required.
• Ability to work independently.
• Ability to perform repetitive tasks.
• Ability to work from home remote position.
• Ability to sit for extended periods of time.
• Ability to travel to office for periodic meetings and training.
• Ability to multi-task
• Ability to work outside normal banking hours
• Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.)
• Attention to detail
• Relationship builder
• Flexible and dependable
• Good communication skills, both verbal and written.
• Demonstrates proficiency and commitment to excellence in performance of duties.
STANDARDS OF PERFORMANCE:
• Report to work in a timely manner using secure remote connection.
• Complete work accurately and efficiently.
• Avoid Distractions
• Use the right technology and follow the “Work from Home” guidelines.
• Maintain positive work-environment with co-workers and customers.
• Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers.
• Requires ability to work well with others.
• Follow all company policies and procedures.
• Must meet technical requirements.
• Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less.
Employment Type: FULL_TIME