Customer Outreach Representative

Kennebunk Savings•Kennebunk, ME

1d•$24 - $31

About The Position

The Customer Outreach Representative supports customers through telephone and internet channels, addressing needs involving potential fraud, problem resolution, product and promotion information, general bank information, and routing customers to the Bank and its subsidiaries. The role also conducts customer outreach related to operational needs and requires familiarity with internet banking and customer communication initiatives. The representative provides courteous, professional service, manages a queue of inquiries, resolves routine customer issues, and works with departments across the organization to provide accurate and timely information. The role maintains knowledge of the Bank’s products and services and handles daily activities associated with the Overdraft Protection Program. Additional work includes onboarding activities, account opening, ordering debit cards and checks, digital banking enrollment, required training, and supporting the Bank’s policies, brand, and community focus.

Requirements

Knowledge of basic internet functionality.
High regard for trust and confidentiality.
Proficiency with Microsoft Office products.
Strong written and verbal communication skills.
Strong organizational skills and ability to multitask to meet established deadlines.
Accuracy and attention to detail.
Ability to use analytical skills to solve technical and non-technical problems.
Ability to adapt to change.
High school diploma or General Education Diploma.
Ability to perform the essential job functions, with or without reasonable accommodation.
Dexterity to operate a computer and other office equipment.
Ability to lift and move moderately heavy objects on occasion.
Ability to remain seated for extended periods.

Nice To Haves

Prior knowledge of regulations within the financial services industry.
At least 1 year of related service experience.
Experience in a professional, service-focused, fast-paced environment.

Responsibilities

Call established customers about potential fraud or account problems, including online banking takeovers, debit card fraud, ACH fraud, and check fraud.
Listen to customers, identify their needs, and provide appropriate assistance.
Provide courteous, respectful, professional, and quality service when handling inquiries and issues.
Manage a personal queue of customer inquiries and respond in a timely manner.
Resolve routine customer issues and inquiries effectively.
Work with departments across the organization to provide customers with accurate and timely information.
Maintain proficiency in Customer Care, Card Services, Deposit Services, and other departmental operational processes.
Maintain knowledge of company products and services and communicate that information effectively to customers.
Handle daily activities associated with the Bank’s Overdraft Protection Program.
Support onboarding activities, including account opening, ordering debit cards and checks, and digital banking enrollment.
Promote Kennebunk Savings products and services, community focus, and commitment to being a premier employer.
Follow applicable organizational policies and procedures and state and federal regulations.
Emphasize teamwork within the department and the company.
Keep abreast of company news and information and complete required training and policy reviews.
May serve on committees and take on additional tasks and duties.