Position Summary

This position will be responsible for answering telephone calls and responding to customers’ requests in an efficient and timely manner for all areas of operations to include deposit and loan operations, electronic banking and switchboard. Transfer of incoming faxes to appropriate persons is required.  

Essential Activities 

• Answering telephone and responding to customers’ requests.
• Answering switchboard and forwarding call appropriately.
• Researching required information using available resources.
• Handling and resolving customer complaints.
• Providing customers with product and service information.
• Identify and escalate priority issues to supervisor.
• Follow up with customers as necessary.
• Complete call logs when required..
• Complete transfers between accounts utilizing the transaction management system (TMS).
• Answering telephone and performing warm transfers to appropriate persons.
• Forwarding incoming faxes.
• Taking messages when necessary.
• Practicing and ensuring compliance with that of the Bank’s policies and procedures.
• Adhering to assigned schedules as directed by supervisor.
• Order checks for customers.
• Assist customer with Online banking. 

Additional Activities 

• Perform basic office support as assigned.
• Attend training as required.
• Perform other duties as assigned by supervisor.

Education and Experience 

• High school diploma or equivalent.
• Two (2) years of banking experience and/or three (3) years progressively related office experience
• Experience with call center activities at another office is preferred but not necessary. 

Knowledge, Skills, and Qualifications 

• Knowledge of basic accounting functions.
• Knowledge of basic banking functions.
• Knowledge of keyboard, calculator and other general office equipment.
• Basic computer knowledge.
• Excellent verbal communications skills.
• Excellent customer service skills.
• Outgoing personality.
• Good mathematical skills.
• Working knowledge of Word & Excel.
• Ability to perform assignments involving some degree of mental alertness, application of sound judgment and average analytical ability.
• Above average degree of initiative and independence.

Physical Requirements and Environmental Conditions 

• Ability to perform work utilizing a computer for extensive periods of time.
• Ability to grasp objects utilizing fingers (fine motor manipulation).
• Ability to hear.
• Ability to speak distinctly.
• Ability to bend up and down.
• Ability to sit for long periods of time.