Role
Receives incoming customer inquiries in the form of phone calls and/or digital chats. Determines the products, services or resources that the customer requires (or could benefit from). Provides direct support services to customers or connects them with the appropriate staff representative.
Key Attributes of Role: Attitude! Empathy! Answer, Listen, Solve. Support start to finish. Multi-task, Prioritize, Time Management.
Major Duties and Responsibilities
Answer incoming inquiries via phone system of digital chat. Determine the needs of the customer and verify their identity, then determine if you can provide direct assistance or that you will connect the customer with the appropriate resource to address their need, minimizing their time and effort in resolving the concern.
Perform functions for customers (i.e., transfer funds between accounts and/or loan, stop payments, trouble shoot debit card and digital access issues, provide balances and transaction information, approve mobile deposits and process income verifications) to assure customer’s needs are addressed in a polite and friendly manner.
Identify products/services that might be beneficial to customers and provides information about their value and benefits. Encourage them the upgrade their relationship with the bank (cross-telling/selling). Including but not limited to Digital Banking, Bill Pay Services and e-statement enrollment.
Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications. Assist as needed with special projects and other duties as assigned.
Track, report and record to help establish efficient procedures and protocol for the department.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
ExperienceSix months to two years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/LicensesA high school degree or GED is required.
Interpersonal SkillsCourtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.
ADA Requirements
Physical RequirementsPerform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
Working ConditionsMust be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional RequirementsMust be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.