Customer Service Rep - Level 1
About The Position
The Customer Contact Center Representative I independently assesses and processes inbound calls, after-hours support tickets, and customer email inquiries to achieve satisfactory outcomes for customers and the bank. The representative proactively sells, cross-sells, and refers bank products and services. The role handles a range of customer requests, including account and transaction inquiries, debit card maintenance, address changes, deposit product interest rate quotes, online and mobile banking support, check orders, account closures, telephone transfers, mobile deposit increase requests, IRA requests, stop payments, and official check verification. The representative also uses DocuSign, cross-trains for ITM/Video Teller, and logs calls and opens cases in the nCino CRM system. The representative completes service paperwork accurately, explains bank charges, policies, procedures, programs, and rates in understandable terms, complies with banking regulations, protects customer confidentiality, and maintains proficiency in the bank’s core computer system. The role involves daily contact with bank customers, supervisors, coworkers, other departments, and managers. The work is performed in an office setting with desk-oriented activity and opportunities to stand and move around.
Requirements
- High school diploma or equivalent experience.
- Excellent oral and written communication skills.
- Ability to sell, cross-sell, and refer bank products and services.
- Excellent customer service skills.
- Ability to work independently and as part of a team, with excellent time management skills.
- Knowledge of personal computers and related word-processing and spreadsheet software.
Nice To Haves
- Two to three years of experience in a call center environment.
- Two to three years of experience in a bank operations area.
- Ability to quickly learn and effectively use evolving technologies to service customers.
- Familiarity with the bank’s core accounting system.
- Comprehensive knowledge of banking rules and regulations.
- Detail-oriented approach.
- Knowledge of various banking departments.
Responsibilities
- Professionally respond to inbound calls, after-hours support tickets, and customer email inquiries about accounts, products, services, bank policies, and customer requests.
- Handle account balance inquiries, pending check and transaction research, and statement research.
- Perform debit card maintenance, including clearing PINs, adding travel notes, increasing limits within stated approval limits, ordering and activating cards, and diagnosing card issues.
- Process address changes, interest rate inquiries, electronic access and online banking support, printed check orders, account closures, telephone transfers, mobile deposit increase requests, IRA requests, stop payments, official check verifications, and DocuSign services.
- Cross-train for ITM/Video Teller and log calls and open cases using the nCino CRM system.
- Pursue opportunities to establish new customer relationships and expand existing relationships.
- Accurately complete paperwork required to provide and support requested customer services.
- Explain bank charges, policies, procedures, special programs, and rates in terms customers can understand.
- Maintain compliance with banking regulations and protect customer confidentiality.
- Advise management of irregular or recurring problems and suggest service improvements.
- Maintain proficiency in the bank’s core computer system.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
