Service Center Specialist

Essential Duties And Responsibilities

• Properly identifies the customer and provides information/assistance accurately, efficiently, and professionally
• Answers questions, research problems and performs various operational duties including but not limited to: deposit accounts, loan accounts, debit cards, electronic banking, safety deposit box, and account reconciliation services in effort to achieve a first call resolution level of 75%
• Performs transactions such as account transfers, stop payments, order checks, reset passwords for on-line banking, and performs maintenance on debit cards, etc.
• Maintains and responds to website inquires and messages left in the main voice mailbox
• Identifies customer needs, makes appropriate recommendations, and takes action to satisfy their needs; follows up on any action needed related to each transaction
• Escalates and refers delicate situations to the appropriate bank personnel
• Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices using referrals and support services
• Supports sales and service efforts through quality service and making referrals on all bank services
• Participates in bank-sponsored events as outlined in financial institution’s “Community Events Program”

Desired Knowledge, Skills, & Abilities

• Ability to work for long periods of time on the phone in a team oriented and fast paced environment
• Excellent communication and interpersonal skills including the following: verbal, written, listening, communication etiquette, and an outwardly positive, helpful and professional attitude
• Knowledge of a variety of Federal and State banking regulations and financial institution operations and procedures
• Knowledge of banking products and services
• Excellent problem-solving skills
• Working knowledge of general computer skills, including Microsoft Office products

Qualifications

• Education: High School diploma or equivalent
• Experience: 1 year bank work experience preferred. 1 years of customer service experience strongly desired

Position Details

This position is available due to a recent departure. The position is full-time with a regular schedule of M-F from 8:00 5:00 and Saturday rotation.