Telephone Financial Consultant

Location: 2416 Philadelphia Street, Indiana, PA 15701

Schedule

Monday - Friday: 7:00 a.m. - 7:00 p.m.
Saturday: 8:00 a.m. - 3:00 p.m.
Sunday: 10:00 a.m. - 3:00 p.m.
(Additional hours as necessary to meet the objectives of the department)

About the role

Assumes responsibility for ensuring all external and internal customer telephone inquiries and research requests are satisfied in a timely, courteous, and professional manner. Supports Branch Network to allow focus on In-Branch customers.

Responsibilities

• Promptly respond to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
• Provide customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.
• Provide professional written correspondence to customers when necessary.
• Answer incoming customer service calls, including but not limited to:
  • Inquiries regarding deposit and loan accounts
  • Account maintenance requests, such as change of address, check ordering, related/unrelated account transfers, and stop payments
  • Closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion, and removing VAU
  • Online banking and mobile banking inquiries, including enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues, as well as assistance with BillPay limit increases
  • Familiarity with all eligible cell phone and tablet types
• Utilize Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses.
• Identify and address customer needs by recommending applicable products and services that may represent value to the customer.
• Assist the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.
• Use appropriate Customer Service/Sales/Correspondence Software to streamline processes and improve efficiency.
• Make infrequent outbound telemarketing calls.
• Refer customers interested in opening a deposit and/or loan account over the telephone to a Personal Banker.
• Recognize opportunities to identify and meet needs resulting in new accounts and leads.
• Assist Manager/Solution Center Service with facilitating operational procedures to staff.
• Assist and encourage the sales process within the Solution Center Service.
• Assist in training new departmental employees.
• Demonstrate a strong ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and the organization.
• May act as shift lead during evening and weekend hours of operation.
• Assume additional duties as required.

Requirements

• High school diploma or equivalent basic academic education.
• One to two years of general business experience (up to one year may be waived with up-front training).

Physical Demands

• Operates a keypad device 99% of the day.
• Maximum lift is ½ pound several times per day.
• Requires manual dexterity skills for typing up to 60% of the business day.
• Ability to focus visually at a close distance of 18”-20” for up to 60% of the business day.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pay

Salary Range: $15.00 - $27.76 per hour