Bilingual (Spanish Preferred) Consumer Contact Professional I 9:00A-6:00P MTWF/Sat 10:00A-4:00P AND 9:00A-6:00P MTRF/Sat 10:00A-4:00P

Essential Duties And Responsibilities

• Handles customer calls in a professional, courteous manner, using English and Spanish languages.
• Provides accurate information to the customer.
• Explains products and policies so the customer can understand.
• Handles some complex customer inquiries in areas of expertise.
• Makes every effort possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
• When follow-up is required, doing so within the timeframe committed to the customer.
• Helps educate and convert the customer to a different or an additional self-service channel available.
• Consistently offers more cost-effective service channels.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality.
• Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learns and develops knowledge of Bank products and services.
• Perform any other duties assigned.

Minimum Knowledge, Skills And Abilities Required

• High school education or equivalent.
• Must be able to perform data entry and basic computer skills.
• Be able to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Previous customer service or call center experience preferred.
• Excellent telephone communication skills are essential.
• Must be able, and willing to learn about Bank products and services.
• Good problem solving skills.
• Must be fluent in English and Spanish languages.

Supervisory Responsibilities

None.

Location

Grand Rapids, Michigan 49546