About the position
As a Client Engagement Center Service Rep, you will provide exceptional customer service to clients contacting the bank by phone, email or online providing information, resolving issues and looking for opportunities to strengthen the client relationship through cross-sell opportunities. In this role you'll have the opportunity to provide exceptional client service, research and resolve problems and errors, provide client and branch support for online and mobile banking and all other loan related transactions, contribute to department service quality goal achievement, proactively assess client's service needs, resolve inquiries, provide account information, and perform a variety of transactions on the client's behalf. You will also actively expand existing client relationships by cross-selling products and services or referring clients to appropriate sales staff, utilize computerized systems to gather information, troubleshoot and track calls, and comply with policies, procedures, security requirements, and government regulations.
Responsibilities
- Provide exceptional client service.
- Research and resolve problems and errors.
- Provide client and branch support for online and mobile banking and all other loan related transactions.
- Contribute to department service quality goal achievement.
- Proactively assess client's service needs, resolve inquiries, provide account information, and perform a variety of transactions on the client's behalf.
- Actively expand existing client relationships by cross-selling products and services or referring clients to appropriate sales staff.
- Utilize computerized systems to gather information, troubleshoot and track calls.
- Comply with policies, procedures, security requirements, and government regulations.
Requirements
- 1 or more years of experience in a call center, retail banking, or operations function required.
- Proven ability to provide professional, accurate, and responsive client service.
- Possess effective verbal and written communication skills, including proper phone and email etiquette.
- Effective sales and referrals experience.
- Possess strong negotiation, customer service, and time management skills.
- Ability to handle multiple tasks, including management of multiple computer applications simultaneously.
- Willingness to work in a busy team environment and handle changing priorities.
- Knowledge of federal and state laws and regulations relating to deposit accounts and operations.
- Proficient in Microsoft Office products.
Benefits
- Targeted starting hourly range (based on experience): $18.00/hour - $22.23/hour
- Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life. Benefit eligibility begins the first of the month after your start date.
- Paid vacation time, sick time and 11 company paid holidays
- 401k (with up to 4% match)
- Tuition reimbursement
