Customer Care Representative-FT

West Shore Bank•Scottville, MI

12d•Onsite

About The Position

Provides efficient and courteous support and service to West Shore Bank customers by building and maintaining relationships and adhering to the West Shore Bank’s Making the Difference culture. The Principles of Success are part of the employee’s performance expectations at every level of the Bank. The “Principles” are intended to encourage a culture of accountability, pride, loyalty and enthusiasm. The first step in being successful is to be aware of the expectations and then to live the expectations.

Requirements

High School Diploma or equivalent
A minimum of 1 year banking or customer service experience.
Excellent knowledge of bank operations; thorough knowledge of banking and cash management products; excellent knowledge of product delivery systems and on-line computer systems.
Excellent interpersonal, verbal and written communication skills.
Confidentiality – Maintains confidentially of sensitive Bank and personal information of customers, applicants, employees and former employees.
Compliance – Complies with and is knowledgeable of applicable laws and regulations.
Computer literacy – Skilled in a variety of computer software programs and capable of working in an online environment. Proficient PC and software application skills; General computer skills with experience in MicroSoft Office Word and Excel.
Mathematical skills – Able to add, subtract, multiply and divide in all units of measure, using whole number and decimals. Able to locate routine mathematical errors. Ability to compute rate, ratio and percent.
Customer service – Effectively relates to customers, is responsive to customer needs and demonstrates ability to employ diplomacy and tact with customers.
Independent Judgement – functions independently in order to accomplish assigned projects. Refers unusual problems to supervisor.
Accuracy – Performs work accurately and thoroughly with attention to detail.
Problem solving – Deals proactively with work-related problems and finds an acceptable solution.
Reasoning – Possesses the analytical skill to assess and evaluate business processes and/or products.
Technical Aptitude – Comprehends complex technical topics and specialized information and has knowledge of Bank’s electronic services.
Time management – Manages multiple priorities and is well organized.

Nice To Haves

Embrace and Drive a Culture of Change: Support and encourage new ideas. Generate solutions and make informed decisions.
Act as a Valuable & Enthusiastic Team Member: Recognize the importance of teamwork to achieve objectives. Communicate openly and confidently. Influence and convince others in a way that results in acceptance and agreement. Bring in ideas, information, suggestions and expertise from others inside your immediate team and in other departments. Build strong team relationships through mutual trust and accountability. Work in unity to improve our knowledge and skills.
Focus on the Customer Experience to Build Loyalty: Cultivate relationships. Make an emotional connection– focus on the relationship, not the transaction. Provide advice and help on WSB products and services that are relevant to the customer’s unique needs. Accept customer feedback and follow documentation process if appropriate. Adheres to the customer communication protocols.
Accept Responsibility and Accountability: Act with integrity. Be prepared for meetings, participate, respect the process and contribute solutions. Maintain commitments and remain positive in the face of setbacks and obstacles. Keep challenges in perspective and remain positive. Take personal accountability for achieving individual and shared goals. Be responsible for the effectiveness of training. Initiate action to move projects forward and adjust actions to respond to changing circumstances. Take responsibility for your own success.
Serve the Community with Pride: Actively look for opportunities to be involved in the community. Recognize the importance of community involvement. Contribute and make a difference when dealing with outside organizations.

Responsibilities

Performs teller duties as necessary, which include a variety of customer transactions including accepting deposits, loan payments, withdrawals, and cashing checks
Processes all transactions promptly, accurately, and in compliance with bank policies and procedures
Ensures all Memo Debits and Memo Credits are processed throughout the day
Assists internal/external customers in resolving their questions and/or issues in a professional and courteous manner either by phone, email, or Banno Chat
Takes every step possible to assist customers during the call without transferring the customer to another employee or department
Uses professional sales techniques to refer and cross sell bank products and services when the opportunities arise
Assists customers with address changes, debit card orders, and check orders
Inputs wire transfers
Establishes new online banking requests and any necessary changes
Proactively reaches out to customers and prospects via phone or written communication
Documents customer compliments and complaints using the Code Green/Code Red procedures
Follows service protocols to handle customer issues professionally and seamlessly and directs complex issues to management
Works as a team member to help attain assigned departmental goals
Adheres to Bank Secrecy Act policies and procedures
Other duties job responsibilities as assigned