This position consistently provides exceptional customer service in a timely and accurate manner resulting in customer satisfaction and retention. Provides direct assistance to customers by utilizing all methods of communication.
MAIN DUTIES OF THE JOB
Market products and services to customers who contact the bank through the Contact Center using any method of communication
Answers all incoming phone/electronic inquiries regarding Bank products and services professionally and enthusiastically in accordance with established policies and procedures
Logs incoming calls in Call Manager and Cisco Finesse
Research inquiries using all resources available
Resolves customer concerns regarding account issues such as balance inquiries, checks, deposit status, stop payments, transfers, errors, statement questions, rate information, update contact information, name, email and address changes, loan questions, loan payoffs, loan payments, website, cancel/reorder Debit cards, order checks, process payments, file disputes, process consumer wires, etc.
Quote CD rates and loan payoffs
Provide payment service information for Pay my Loan
Research transactions on both debit cards and credit cards
Provides service and maintenance for debit card and credit card request
Encourages and offers assistance in the enrollment of Mobile and Internet Banking services
Assists with Internet Banking and Mobile resets and issues for personal and business customers
Assists with all digital channel access
Keeps Contact Center management informed of the "pulse" of our customers.
Displays a genuine concern for resolving customer concerns
Handles the customer through to completion and only routes the customer/inquiry to the appropriate department for further research/resolution when appropriate to do so using a warm transfer.
Uses tact and skill to handle the customer request
Performs other related duties as required
WHAT WILL YOU NEED TO SUCCEED
High School Diploma or equivalent required
Minimum two years of previous experience in Contact Center or Customer Service
Previous work experience in a financial institution preferred.
Knowledge of telecommunications system
Exceptional verbal, written, and interpersonal communication skills
May require travel or work in support of disaster recovery or business continuity efforts. You may be asked to evacuate in advance of a disaster to support business operations, as this is considered an essential function of this position.
Excellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation.
Excellent reading and comprehension skills including policies, procedures, regulations, instructions, correspondences and memos.
Ability to quickly assess (by phone) the customer's needs and make recommendations or provide information to the customer.
The ability to speak listen to understand information and ideas presented through spoken works and sentences.
Work Independently with no direct supervision
Must be able to work flexible hours that could range from (8:00 AM - 8:00PM) M-F; 8:00 AM -2:00PM, on a rotating Saturday work schedule.