Customer Service Center Representative

About the role

Provide world-class support and service to banking customers, treating each customer with respect and courtesy. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship through a “First Call Resolution” process.

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 responses
• Recommend the best solution or guide the client to the appropriate staff to accomplish their needs and strengthen their financial well-being
• Process transactions accurately and efficiently
• Follow up with clients to ensure satisfaction and provide encouragement
• Display teamwork and respect for other team members
• Answer incoming calls quickly and efficiently, escalating issues when appropriate
• Take ownership of calls 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
• Attend department meetings as scheduled
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act; report any observed violations or potential violations to a supervisor or other appropriate bank officer
• Be familiar with and comply with all federal and state banking regulations as applicable

Requirements

• 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. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.
• 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: Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; provides flexibility and adapts 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.