Description

JOB SUMMARY 

The customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digital communications and making out-bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities.

REQUIREMENTS

· High School Diploma or equivalent 

· Previous bank experience preferred

· Previous customer and/or contact center experience preferred

· Excellent telephone etiquette and listening skills 

· Excellent verbal and written communication skills

· Ability to prioritize in a fast-paced, high-volume environment with minimal supervision

· Effective time-management skills 

· Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking

· Bilingual: Spanish a plus

PRIMARY DUTIES

Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to:

· Receive and respond to a high volume of telephone inquiries from internal and/or external customers 

· Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails

· Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary

· Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems

· Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner

· Handle irate or difficult customers appropriately; see issues from their point of view

· When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor

· Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding

· Demonstrate understanding of the potential problems of cross-cultural communication

· Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed

· Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments 

· Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools

· Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision

· Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team

· Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross-sell other bank products or services

• Other duties as assigned

Independent Bank is an EO/AA Employer – M/F/Vets/Disabled