SUMMARY

Train in providing proactive retail support/service/sales activities of telephone customer service by providing customers calling in on the telephone effective, efficient, and consistent service which enhances the profitability of the bank's personal banking services by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Learn the following software: JHA Xperience-CIF 20/20, Synergy, Synergy Capture, 4Sight, Back Office Netteller, ESI Management, IPay Master Site, TSYS Loan Portal, Harland Clarke Check Order and various other software as required.

Learn to maintain confidentiality of customer account information. Learn policies and procedures in responding to inquiries and requests.

Learn to receive and answer telephone inquiries from customers at all branches by identifying customer needs and reactions and making appropriate recommendations or take action to satisfy their needs or solve a problem. Learn to handle telephone calls with professionalism and follow-up on any action needed related to each transaction.

Learn to answer questions from callers about bank products and services and attempt to cement any potential bank relationships through effective phone skills and abilities.

Learn knowledge of both deposit and loan products.

Learn to answer questions and provide support to internet banking, mobile banking, and telephone banking customers.

Learn to perform various electronic banking functions such as Cyota, Single Sign On and Unlocked Locked IDs, etc.

Learn to handle service complaints or situations through effective problem-solving techniques. Refer the most difficult situations to the Supervisor.

Learn to utilize the CIF 20/20 system for customer calling lists and service calls to promote the bank and to enhance banking relationships.

Learn to perform other customer service duties over the phone such as check ordering, ordering debit cards, wire transfers, loan payments, stop payments etc.

Learn to answer questions from callers regarding loan payments, payoff information, compute CD payouts for redemption, renewal, penalties and maturities.

Learn to complete reports and productivity data for management.

Learn to promote quality customer services to both internal and external customers and promote teamwork among other bank departments and offices through the use of referrals and support services.

Learn to support the branch employees’ customer service and sales efforts.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.

Maintain education and professional expertise through attendance at job related seminars, conferences and workshops.

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities in this position.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty efficiently and accurately. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) plus additional bank related training; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Must be able to speak English fluently and must not be hearing impaired. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively on the telephone and/or before groups of customers or employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES

Must have the ability to operate the following equipment: telephone and headset, personal computer and printer, copy machine, fax machine, scanner, 10-key calculator, shredder, postage machine and various other equipment as required.

Must have working knowledge of the following software: Microsoft Word, Excel, Outlook, and Adobe Acrobat.

KEY CONTACTS-Internal and External

Has frequent contact with Bank managers, tellers, sales staff, and accounting personnel regarding transactions and applicable procedures as well as Bank customers in responding to inquiries, providing assistance and answering questions

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license.

Able to be bonded by bank’s surety company.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear, use hands to finger, handle, or feel; reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. Applicant must also be able to navigate stairs. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

COMMENTS

Position may require overnight travel to attend a conference, school, or training program. Also, may require ability to work before or after normal business hours.