Customer Contact Center Banker

Bank of Clarke•Winchester, VA

3d•Hybrid

About The Position

The Customer Contact Center Team Member demonstrates a commitment to delivering quality service. This position provides the best-in-class service to our customers by using the tools and resources provided to assist with their financial needs or directing calls to the appropriate person(s). This position is required to be on site in Winchester, Virginia with hybrid flexibility after satisfactory training.

Requirements

High school diploma
Banking experience preferred.
Knowledge and experience in customer facing service role (call center experience a plus)
Proficient with Microsoft Office (Word, Excel, and PowerPoint) and effective PC skills including electronic mail, intranet, and industry standard applications.
Compliance awareness and knowledge
Knowledge of federal banking regulations
Excellent customer service skills. Tact and diplomacy in dealing with both customer and associates.
Ability to prioritize and make on-the spot decisions regarding customer requests.
Ability to develop and maintain an in-depth knowledge of all bank products and services.
Ability to work in a fast-paced environment and work well under pressure with a high degree of accuracy.
Proficient computer skills
Ability to remain calm and courteous when handling difficult calls and requests.
Detail oriented and excellent interpersonal skills
Strong analytical skills
Excellent verbal and written communication skills
Ability to learn/use additional applications as well as to use the phone system effectively.
The physical activities of this job include but are not limited to the ability to sit for prolonged period, verbal communication, visual activity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required.
Dependable-more reliable then spontaneous
People oriented-enjoys interacting with people and working in groups.
Adaptable/flexible-enjoys doing work that requires frequent shifts in direction.
Detail-oriented-would rather focus on the details of work than the bigger picture.
Autonomous/Independent- enjoys working with little direction.

Nice To Haves

call center experience a plus

Responsibilities

Provide quality service to customers and prospects over the telephone.
Respond to customer inquiries and effectively resolve customer issues.
Maintain a standard of three-rings for answering calls.
Assist customers regarding their deposit and loan accounts, including balances, transaction histories, funds transfers, loan payments, stop payments, account maintenance, credit card, along with all other services and products offered by BOC.
Assist customers with inquiries regarding services charges, account history while complying with disclosure requirements, regulations, and client privacy policies.
Assist customers with problems or questions they have relating to their BOC accounts.
Conduct research for copies of statements, checks, deposits, loan statements, 1098, 1099, and history prints and send to customer via secure message or mail.
Service to Sales- able to offer products and services to customers to fit their financial needs.
Serve as First Response for online banking by assisting customers in setting up online banking services, answering questions regarding features and usage, resolving customer concerns, answering bill payment questions, and assist with mobile banking problems.
Assist Customer with Debit Card inquiries, general questions, travel notification, fraud charges, and temporary limit increases.
Identify customer needs by offering products or services.
Meet all customers’ financial needs, both business and personal, and refers customers to other departments such as Trust, Investments, Cash Management, Mortgage, etc. as appropriate.
Assist non-phone assigned tasks such as customer and non-customer-initiated emails and voicemails.