Customer eXperience Center Representative/Specialist

THE DIME BANK•Texas Township, PA

4h•Onsite

About The Position

Responsible for providing the ultimate customer experience via telephone and electronic channels to internal and external customers of the Bank; coordinating work within the department as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

Requirements

A high school diploma or equivalent is required; specialized training in banking, customer service or a call center is preferred.
Clearly communicates in English
Moderate reading, writing, grammar, and mathematics skills
Moderate interpersonal relations and communicative skills
Moderate problem-solving and organizational skills
Moderate computer skills
Ability to multi-task and work in a fast-paced environment
Working knowledge of the features and benefits of the Bank’s products and services
Visual and auditory skills
A high school diploma or equivalent is required; Associate degree in related field preferred; specialized training in banking, customer service or a call center is also preferred.
Proficient interpersonal relations and communicative skills
Strong problem-solving and organizational skills
Proficient computer skills with knowledge of Microsoft Word and Excel
Thorough knowledge of the features and benefits of the Bank’s products and services
A minimum of two (2) years related experience normally required.

Responsibilities

Provide ultimate customer service to all banking customers both on the phone and through digital channels.
Answer incoming calls within 30 seconds in a friendly, courteous manner.
Authenticate customer identity in accordance with the Caller Verification Standard Operating Procedure.
Conduct a needs assessment; focus on what we can do for the customer, rather than what we can’t do.
Provide service to the customer as appropriate, utilizing all current bank systems.
Utilize the range of Bank products and services to maximize the customer relationship, including information about all applicable features and benefits.
Escalate complex customer issues to appropriate supervisor or department.
Greet customers and visitors in a pleasant and courteous manner; direct them to the proper personnel or department; interact with outside vendors and technicians. Maintain visitor log.
Support the Bank’s digital delivery product line including online & mobile banking, cash management, bill pay, transfers, debit cards, telephone banking, ACH processing, e-statements, and remote merchant and consumer deposit.
Abide by the laws and policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior. Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.
Report pertinent information to the immediate supervisor as requested, or according to an established schedule; compile information as necessary or as directed and provide data to appropriate Bank personnel.
Conduct daily report reviews for quality control purposes.
Review and enter new card applications, cash management applications, as well as any maintenance pertaining to these services.
Merge and process outgoing ACH origination files from cash management customers, Deposit Operations, Accounting, as well as scheduled loan and customer originations.
Assist in preparing documents for scanning and file documents as needed.