Customer Service Representative

Overview

Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch Personnel And Management For a Multi-bank Holding Company.

Primary Accountabilities / Responsibilities

• Answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Meet or exceed customer service standards that are set forth by the department and/or bank.
• Interpret guidelines and bank policies and determine fee refunds and reversals.
• Resolve questions and problems of routine and more complex nature.
• Acquire and employ an in-depth knowledge of Bank products, sales and customer relations techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Service the external and internal customer's needs fully.
• Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.
• Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer.
• Make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology.
• Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of address, stop payment request, etc.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity.
• Identify and escalate priority issues to management.

Position Requirements

• High School diploma.
• 1-2 years of bank experience.
• Knowledge and understanding of the Bank's retail products.
• Good customer service and organizational skills.
• Attention to detail and ability to rotate a wide variety of duties.
• Able to use various office equipment, including PC's.
• May be required to work extended hours or weekends.

Benefits

Compensation For This Position Is Commensurate With Experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.