ESSENTIAL FUNCTIONS:
- Receives and processes incoming calls from customers.
- Responds to inquiries and determines the appropriate response or direction and proactively
offers the most convenient solutions or options for the customer.
- Completes various operational processes to support customer requests.
- Processes account balance or transfer requests, stop payment orders, changes of address and
other customer requests or authorizations.
- Completes trouble shooting if needed to support a customer inquiry.
- Collaborates and refers to internal business partners by referring customers to the appropriate
professional to ensure a full range of financial solutions to meet their needs:
- Reviews reports, prepares correspondence, and participates in special department projects as
required.
- Ensures that all departmental documents and activities are performed in compliance with
applicable laws, regulations, policies, and procedures as applicable to this position, including
completion of required compliance training.
- Performs other duties and responsibilities as assigned.
REQUIRED SKILLS/ABILITIES:
- Excellent verbal and written communication skills.
- Exceptional organizational skills and strong attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
SUPERVISORY RESPONSIBLITY:
This position does not supervise employees.
EDUCATION and EXPERIENCE:
- High School or GED equivalent.
- One (1) year of providing outstanding customer service or sales experience, preferably in a
financial service setting, is required. Call Center experience preferred.
PHYSICAL REQUIREMENTS:
- Ability to concentrate and perform responsibilities by maintaining a constant state of focus and
mental alertness.
Ability to lift up to 20 pounds (i.e., files).
- Ability to communicate in person, through email or via telephone with customers and staff
members.
- Ability to sit or stand for an extended period.
- Specific vision abilities required by this job may include close vision and the ability to
adjust focus.