Responds to and resolves routine telephone and/or written sales and/or service inquiries on a single product line or basic number of multiple products according to established procedures and the Bank's service quality focus. Seeks opportunities to attract, retain and expand customer relationships. Additional responsibilities include proactively selling the various Bank products and services to both inbound and outbound clients.
FUNCTIONS: Responds to customer phone inquiries regarding full range of customer transactions and banking products and services. Generates new business by cross selling products to new and established customers. Resolves routine customer service issues in a timely manner. Reviews issues, performs research, and initiates resolutions within established guidelines. Informs customers on cause of problems and explains corrective action being taken. Advises management of irregular or recurring problems and makes recommendations to improve the service provided by the call center. Follows established bank policies, procedures and guidelines for transaction processing and customer service. Protects the Bank's assets/income and maintains the confidentiality of client information. Obtains/monitors Bank account documentation. Promotes Bank's philosophy of excellent customer service. Maintains current knowledge of Bank regulations. Ensures compliance with all Federal, State and Bank policies, procedures and regulations.
MINIMUM: 1 year of customer service or bank operations experience.
KNOWLEDGE/SKILLS/ABILITIES: Minimum 1 year call center experience preferred. Minimum 1 year sales experience preferred. Advanced keyboarding skills. Ability to work under pressure. Ability to take initiative. Ability to exercise good judgment.
High School Diploma or General Education Degree