Client Services Specialist (Full-time), Client Services

Central Bank & Trust•Lexington, KY

About The Position

Answers and responds professionally/promptly to calls from customers regarding products, services and problems. Assists customers with account inquiries, various banking needs and cross sells appropriately.

Requirements

High School diploma or GED
One+ year customer service experience
Must have one of the following:
o One+ year banking experience - preferably as a Teller, CSR or Personal Banker
o Six+ months’ retail experience with Central Bank & Trust
Strong desire to assist customers by telephone in a call center environment
Ability to address both problem-solving and informational calls
Excellent verbal and written communication skills
High level of computer literacy including ability to communicate with clients regarding different technological devices
Strong analytical and problem-solving skills
Pleasant speaking voice and good telephone etiquette
Able to function effectively in a stressful and ever-changing environment while maintaining a positive attitude
Commitment to customer service
Able to multitask
Employees who do not have a current Product Knowledge score of 85% must pass the Product Knowledge exam before being allowed to interview. Internal hires without a current score or external hires must take and pass the Product Knowledge exam within 180 days of starting the position.
Able to work varying hours including Saturdays

Nice To Haves

Strong product knowledge and cross-selling abilities preferred

Responsibilities

Processes all inquiries from customers by thoroughly researching each situation, makes recommendations about the solution and relays the correct information to the customer or forwards to the appropriate person and/or department.
Processes maintenance changes, including but not limited to address changes, stop payments, close accounts, etc.
Assist clients with consumer loans and standard mortgage loan inquiries as well as payoffs.
Recognizes prospects and sells Central Bank products and services to customers utilizing EnAct.
Handles formal complaints through the Bank’s complaint system.
Assists in the identification and correction of bank errors through necessary refunds, correspondence, or relay of information to the customers.
Answers all correspondence related to customer service or forwards correspondence to the proper department in a timely manner.
Shares customer comments on a daily, weekly, and monthly basis with management and looks for areas to recommend changes to ensure products and services continue to improve.
Assists with VRU (Voice Response Unit) resets.
Assists with CentralNET and mobile banking resets and other inquiries.
Assists clients with debit card inquiries, reorders, disputes, temporary limit increases, declines, travel notes, etc.
Assists clients with credit card inquiries utilizing the credit card system.
Remains up to date on procedures.
Must score at least 85% on Product Knowledge test annually.
Assists clients with reorder of checks through Ping One/Deluxe.
Assists clients with online loan payments utilizing Bill Matrix.
Participates in projects conducted by the Client Services Department.
Assists other departments with the implementation of new products and/or services by pretesting, providing pertinent information, etc.
Performs other duties as assigned.