Customer Service Center Representative

General Summary

Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a “First Call Resolution” process.

Essential Duties And Responsibilities

• Prepare for daily interactions with a professional mindset and an organized workstation.
• Maintain knowledge of the bank’s products, services, and processes.
• Proactively greet clients with a smile and warm tone.
• Understand the client’s objectives by asking appropriate questions and listening to the client’s responses.
• Recommend the best solution or guide the client to the appropriate staff to accomplish the client’s needs and strengthen their financial well-being.
• Process transactions accurately and efficiently.
• Follow up with the clients to ensure satisfaction and provide encouragement.
• Proactively display teamwork and respect for other team members.
• Answer incoming calls quickly and efficiently, escalating issues when appropriate.
• Take ownership of call and respond with a “First Call Resolution” mindset.
• Maintain, cross-sell, and refer all ChoiceOne products.
• Record all client contact, sales, or referrals via Synapsys.
• Attends department meetings as scheduled.
• Additional responsibilities as assigned.

Qualifications

• High School Diploma or GED
• Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred
• Bilingual preferred

Competencies

• Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
• Reliability - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Physical Demands and Work Environment

• Ability to work in an office environment which may include many hours of computer and telephone usage.
• This position is not remote-eligible.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.