Customer Relations Specialist

Solvay Bank•Syracuse, NY

24d

About The Position

Our customer relations staff has a passion for excellence in customer service and are focused in their goal of doing what is right for our customers. They reach out to current customers to inspire new business, while also cross selling when appropriate on inbound calls. Customer Relations Specialists advise customers on financial services, collaborate with other to ensure high-quality customer service, and have excellent communication skills. For over 100 years Solvay Bank has been dedicated to our customers and our community. Join us and enjoy the many rewards; matched 401(K) retirement savings, health and dental coverage, and more. Position Summary: Provides quality service by telephone or electronic communication to bank customers in an efficient and professional manner and adheres to Bank defined Client Service Standards. Inspires new business, while also cross selling when appropriate on inbound calls.

Requirements

Knowledge of banking products, policies, and regulations.
Strong interpersonal and communication (oral and written) skills.
Ability to cultivate and sustain strong customer relationships.
Understands Solvay Bank Work Values and visibly exhibits these values in daily approach to work and work relationships.
2 or more years of banking experience in a customer service/sales role.
Demonstrated success in problem resolution and cross sell ability.
Demonstrated knowledge of retail products, loan products, and services.
Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to customer inquiries.
Written / Electronic Communication - Communicates effectively both verbal and written as appropriate for the needs of the audience.
Verbal Communication – Conveys information respectfully and intelligently by verbally communicating information and ideas so that others understand.
Motivation – Is self-motivated and has the ability to develop successful relationships with customers and co-workers.
Creativity and Innovation – Develops new and original ideas that foster growth and efficiency within retail banking and the customer care arena.
Dedication and Involvement – Is involved with the Solvay Bank Community and Staff.

Responsibilities

Fosters a positive and professional customer service experience during all interactions with customers and co-workers.
Researches and resolves customer inquiries in a timely manner to ensure customer satisfaction. Maintains “ownership” of the inquiry until adequately resolved.
Responds to First base inquires in a timely fashion and follows up with co-workers associated with the customer inquiry.
Maintains knowledge of products and services and is able to cross sell them to our customers. They include but are not limited to, Business Online Banking, ACH, Merchant Services, iBank, Positive Pay, Deposit Accounts, Certificates of Deposit, Insurance, Mortgages, Trust and Investment Services, Consumer Loan Products, and other retail products that are supported by the Customer Relations Department.
Responds to customer inquiries regarding bank products and services, Personal Online Banking, Business Online Banking, and reset passwords as needed.
Answers customer questions, researches account problems and generates changes to accounts as needed.
Performs assigned daily departmental functions and acts as a backup as needed.
Assist with special projects as needed.
Maintain a high degree of confidentiality regarding customer accounts.