Summary

Provides high quality customer service to clients via telephone, responding to both internal and external customers, and assists with customer needs and problem resolution. Actively listens to, troubleshoots, and resolves customer problems and concerns. Responsible for identifying and escalating customer issues to the appropriate bank department, as well as executing banking transactions and cross-selling products or special promotions.

Essential Duties and Responsibilities

• Receive inbound calls from both internal and external customers.
• Represent the bank to the customer in a courteous, professional manner, and provide the customer with prompt, efficient and accurate service.
• Ensure that all callers’ needs are met and handled appropriately during initial contact.
• Answer questions about the bank’s products, services, and the company.
• Assist customers with technical issues experienced with on the bank website and mobile banking.
• Answer customer questions and solve problems for customers and branch staff.
• Listen to problems, collect data, secure answers, and report results to interested individuals.
• Learn and maintains a vast amount of knowledge pertaining to products, procedures, and policies.
• Make effective recommendations to customers to resolve initial and additional needs.
• Explain products and services to new and existing customers and the potential value added.
• Perform account maintenance activities.
• Effectively work individually and in a team
• Develop customer rapport and discover customer needs.
• Complete monthly compliance training
• Understand all laws and regulations that apply and comply with requirements.
• Keep records of all conversations in the bank’s call center database.
• Perform all other related duties as assigned.
• Report suspicious customer or employee activity to the Bank Security Officer as soon as they become aware of the suspicious activity. Failure to report suspicious activity is grounds for termination.

Knowledge, Skills, and Abilities

• Solid phone and verbal communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.
• Ability to learn and navigate new software quickly.
• Must have the ability to understand oral and written instructions.
• Should have the knowledge and ability to use office equipment such as telephone, computer, calculator, and fax.
• Strong problem-solving ability
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.

Experience

• Prior sales or call center background a plus
• 1+ year of previous banking experience preferred
• Excellent communication skills, within a phone-based environment
• Bilingual speaking a plus