Receives and responds to customer service inquiries and problems via phone and/or email in a compete, courteous manner.
Ability to promote and sell products/services.
Requires knowledge of a range of products/services.
1.
Ability to assist customers with any and all questions concerning their accounts, including payroll cards.
Cross-sells bank products/services to new and existing customers by identifying problems, needs and opportunities.
2.
Ability to troubleshoot, problem solve and make decisions timely.
Resolve the most complex process, system, and customer related issues.
Maintain constant professional and friendly phone interaction with customers and exhibit self-confidence when dealing with customers.
3.
Collate and insert in envelopes various customer statements and notices in an accurate manner for mailing.
4.
Prepare address changes, update employers, email addresses, phone numbers, stop payments, etc while in contact with customer on telephone.
5.
Maintain understanding of various regulations affecting transactions.
(such as Reg.
CC, Reg.
E and Right to Financial Privacy Act, Bank Secrecy Act)
6.
Ability to assist customers with ATM, Debit cards, and payroll card problems and questions.
Along with ordering of Debit Cards and payroll cards.
Initiate electronic transaction problem forms to be forwarded to the appropriate personnel for processing.
7.
Ability to answer questions related to the 24 hour Phone Banking system and the Internet Banking site.
8.
Assist customers in researching check orders, making changes or reordering their checks through our Vendor’s website in an accurate manner.
9.
Trains and supports team members in the performance of all aspects of the department.
Ensures that consistent customer service levels are met through monitoring phone calls and Recommends, develops and administers improvements to call center policies and procedures.
10.
Ability to monitor call flow software and communicate to CSR’s and call center supervisors when calls in the que are backing up and assistance is needed.
• Excellent customer service skills.
• Working knowledge of computer software programs such as word processing, spreadsheets and databases
• Ability to organize and prioritize work and to meet deadlines.
• High School Diploma or equivalent
• 1-2 Years Customer Service Experiences
• Previous call center experience a plus
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