Engagement Center Specialist I

Essential Job Responsibilities

• Handles incoming service calls from customers including but not limited to: existing deposit and loan account inquiries, account maintenance requests, including name and address changes, Online Banking and Mobile Banking access issues and inquiries, Online BillPay and Mobile Deposit inquiries, debit card transaction inquiries, hot cards, replacements, and new card account opening details on rates and promotional offerings, general “switchboard” type transfers to other employees, departments calls transferred from the integrated voice response system.
• Completes client follow up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients).
• Makes outbound client service and support calls.
• Initiates and actively participates in client conversations to determine and appropriately address client needs.
• Actively seeks financial products and services referrals.
• Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products.

Bona Fide Occupational Qualifications

• A high school diploma or equivalent is required.
• Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
• Proficient computer skills and ability to learn company utilized systems is required.
• Ability to work day, evening, and weekend hours, with possible shift changes, is required.