GENERAL FUNCTION:Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours. MAJOR DUTIES AND RESPONSIBILITIES:
- Efficiently serves the needs of internal and external customers.
- Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems.
- Maintains telephone call statistics and documents account information on the computer for each customer.
- Adheres strictly to privacy of customer information in a remote environment.
- Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone.
- Monitors, answers or forwards all e-mail records received to the appropriate department or person.
- Monitors and responds to online chats from website.
- Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts.
- Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries.
- Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website.
- Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards.
- Video Teller assistance for ITMs
ADDITIONAL RESPONSIBILITIES:
- Maintains accurate department records.
- Keeps abreast of all bank products and services.
- Cross-sells to existing and prospective customers. Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified.
- Performs any other duties assigned by supervisor.
JOB QUALIFICATIONS:
- High school graduate or equivalent.
- Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience.
- Financial Call Center experience preferred but not required.
- Ability to work independently.
- Ability to perform repetitive tasks.
- Ability to work from home remote position.
- Ability to sit for extended periods of time.
- Ability to travel to office for periodic meetings and training.
- Ability to multi-task
- Ability to work outside normal banking hours
- Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.)
- Attention to detail
- Relationship builder
- Flexible and dependable
- Good communication skills, both verbal and written.
- Demonstrates proficiency and commitment to excellence in performance of duties.
STANDARDS OF PERFORMANCE:
- Report to work in a timely manner using secure remote connection.
- Complete work accurately and efficiently.
- Avoid Distractions
- Use the right technology and follow the Work from Home guidelines.
- Maintain positive work-environment with co-workers and customers.
- Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers.
- Requires ability to work well with others.
- Follow all company policies and procedures.
- Must meet technical requirements.
- Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less.