Digital Sales and Service Specialist

About the role

Digital Sales & Service Specialists will be part of a dynamic, results-driven, high performing sales team that works directly with clients via inbound and outbound phone calls, email, chat and other virtual channels. They will proactively reach out by phone to existing and prospective customers to identify, expand, and deepen relationships through profiling and recommending appropriate products and services. This team will work closely with customers and internal partners to directly fulfill new relationships, resolve complex issues, and when applicable, refer customers across lines of business to meet additional customer needs.

Responsibilities

• Service customers in an inbound and outbound call center environment to promote new account opening
• Answer customer questions and resolve account opening related problems and issues. Requires understanding of sales, products, benefits, account ownership, forms, and procedures.
• Ensure that new accounts are properly processed and cross-sell opportunities are identified and pursued.
• Follow up on leads generated and achieve goals established for the position
• Conduct regular outbound calls to assist prospective new account holders with incomplete applications
• Provide technical support and guidance on non-routine inquiries concerning products, procedures and systems.
• Analyze and resolve complex customer issues to ensure customer satisfaction
• Be a digital account opening subject matter expert and identify process improvement opportunities to leadership with the goal of improving customer experience and meeting program goals
• Follow up on application or documentation requests, as applicable
• Recommend bank products to new and existing customers, following the company sales process while accurately following established bank procedures.
• Identify needs and refer customers to business partners within and across lines of business who can best meet those needs.
• Maintain strong relationship with internal partners within Customer Care, Branch Leadership, Branch Operations Support and other departments.
• Identify potential fraud to limit risk exposure to company and customers
• Work directly with Financial Intelligence partners and leadership to report and prevent suspected fraud

Qualifications

• High School or GED required.
• Associate Degree or equivalent combination of education and experience preferred.
• Up to 2 years customer facing sales and/or service experience preferred.
• 1+ years working in a Sales & Goals based environment with strong customer service focus required.

Benefits

• Retirement savings including both 401(k) and Pension plans
• Paid time off to volunteer in your community
• Opportunities to connect with others through our diversity-focused Colleague Resource Groups
• Competitive salaries with professional development and advancement opportunities
• Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more
• Personal banking, loan, investment and insurance benefits

Pay

$17.00 - $28.04 per hour